PENGARUH KINERJA PEGAWAI ADMINISTRASI TERHADAP KEPUASAN PASIEN BPJS DI RUMAH SAKIT H. ABDUL MANAP KOTA JAMBI

ABSTRAK

Penelitian ini bertujuan untuk mengetahui pengaruh kinerja pegawai administrasi terhadap kepuasan pasien BPJS di RSUD H. Abdul Manap Kota Jambi. Penelitian ini dilakukan berdasarkan masih adanya keluhan pasien terkait lamanya waktu tunggu pelayanan administrasi, kurang responsifnya petugas dalam memberikan pelayanan, serta proses administrasi yang dinilai belum sepenuhnya efektif. Oleh karena itu, diperlukan penelitian untuk menganalisis sejauh mana pengaruh kinerja pegawai administrasi terhadap tingkat kepuasan pasien.
Penelitian ini menggunakan desain penelitian kuantitatif dengan pendekatan cross sectional. Populasi penelitian adalah seluruh pasien BPJS yang memperoleh pelayanan administrasi di RSUD H. Abdul Manap Kota Jambi. Sampel penelitian berjumlah 100 responden yang dipilih menggunakan teknik accidental sampling berdasarkan perhitungan rumus Slovin. Pengumpulan data dilakukan menggunakan kuesioner berdasarkan indikator variabel penelitian. Data dianalisis menggunakan analisis univariat untuk menggambarkan karakteristik variabel serta analisis regresi linier sederhana untuk menguji pengaruh kinerja pegawai administrasi terhadap kepuasan pasien.
Hasil penelitian menunjukkan bahwa kinerja pegawai administrasi dan kepuasan pasien BPJS berada pada kategori tinggi. Analisis regresi linier sederhana menghasilkan persamaan Y = 5,122 + 0,937X dengan nilai R sebesar 0,948, nilai R Square sebesar 0,898, serta nilai signifikansi sebesar 0,000 (<0,05). Hasil tersebut menunjukkan bahwa kinerja pegawai administrasi berpengaruh positif dan signifikan terhadap kepuasan pasien BPJS. Penelitian ini menyimpulkan bahwa peningkatan kualitas kinerja pegawai administrasi perlu terus dilakukan melalui peningkatan kualitas pelayanan guna mempertahankan serta meningkatkan kepuasan pasien BPJS di RSUD H. Abdul Manap Kota Jambi.

Kata kunci: Kinerja Pegawai Administrasi, Kepuasan Pasien, BPJS, Kualitas Pelayanan, Rumah Sakit.

ABSTRACT

This study aims to determine the effect of administrative staff performance on the satisfaction of BPJS patients at H. Abdul Manap Regional General Hospital, Jambi City. This research was motivated by the existence of patient complaints regarding the long waiting time for administrative services, the lack of responsiveness of administrative staff in providing services, and administrative procedures that were considered not yet fully effective. Therefore, this study was conducted to analyze the extent to which the performance of administrative staff influences the level of BPJS patient satisfaction.
This study employed a quantitative research design with a cross-sectional approach. The population consisted of all BPJS patients who received administrative services at H. Abdul Manap Regional General Hospital, Jambi City. A total of 100 respondents were selected using the accidental sampling technique based on the Slovin formula. Data were collected using a questionnaire developed according to the research variable indicators. The data were analyzed using univariate analysis to describe the characteristics of the variables and simple linear regression analysis to examine the effect of administrative staff performance on patient satisfaction.
The results showed that both administrative staff performance and BPJS patient satisfaction were in the high category. The simple linear regression analysis produced the equation Y = 5.122 + 0.937X, with a correlation coefficient (R) of 0.948, an R Square value of 0.898, and a significance value of 0.000 (p < 0.05). These findings indicate that administrative staff performance has a positive and statistically significant effect on BPJS patient satisfaction. The study concludes that improving the quality of administrative staff performance through enhanced service quality is essential to maintaining and increasing BPJS patient satisfaction at H. Abdul Manap Regional General Hospital, Jambi City.

Keywords: Administrative Staff Performance, Patient Satisfaction, BPJS, Service Quality, Hospital.
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