The Relationship Between Service Quality and BPJS Outpatient Satisfaction at Al Ihsan Regional Hospital, West Java Province

Abstract

RSUD Al Ihsan, as a major regional referral hospital in West Java, has reported recurring issues related to service quality in its outpatient department, including long waiting times, administrative inefficiencies, and communication challenges, which affect BPJS patient satisfaction. This study aimed to analyze the relationship between service quality, measured through the SERVQUAL dimensions, and outpatient satisfaction among BPJS patients at RSUD Al Ihsan. A quantitative cross sectional design was employed involving 140 BPJS outpatients selected through purposive sampling based on predetermined inclusion criteria. Data were collected using a validated SERVQUAL questionnaire with a 5 point Likert scale, and statistical analysis was performed using SPSS with Chi-square tests. Ethical approval for this study was granted by the Health Research Ethics Committee of RSUD Al Ihsan. The findings showed that 95.7% of respondents rated all five dimensions of service quality, tangibility, reliability, responsiveness, assurance, and empathy, as good, and 95% reported being satisfied with the services received. The Chi-square test demonstrated a significant association between service quality and patient satisfaction (p < 0.001), indicating that higher perceived service quality strongly influences satisfaction levels. In conclusion, service quality plays a critical role in shaping the satisfaction of BPJS outpatients at RSUD Al Ihsan, highlighting the importance of improving administrative flow, responsiveness, and facility support to enhance patient experience and strengthen trust in public healthcare services.