Analisa Kepuasan Pasien BPJS Terhadap Pelayanan Klinik Saat Pandemi Covid-19 Menggunakan Metode Servqual Fuzzy

Abstract

The COVID-19 pandemic has made the clinic crowded with patients due to the many symptoms it causes. The clinic provides outpatient services which include consultation with general practitioners, dental care, as well as a pharmacy with a network of midwives and laboratories. The wider access to BPJS Health services will affect the increasing number of patients who will seek treatment using BPJS health facilities at this clinic. The lack of service quality will be one of the obstacles to the level of patient satisfaction. Measurement of service quality is carried out using the fuzzy servqual method. Service quality uses five dimensions contained in servqual, namely tangibles (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), empathy (empathy). The results of this study indicate that the gap value of the five dimensional items tested. The respective GAP values are the first rank for Tangibles with a gap value of 0.46, the second rank for the Responsiveness dimension with a gap value of 0.34, the third rank for the Assurance dimension with a gap value of 0.31, fourth rank Empathy dimension (Empathy) with a gap value of 0.27, the last rank is the Reliability dimension with a gap value of 0.22. All gaps are positive, this is an indication that patients get satisfaction with clinic services in terms of all dimensions tested and what is expected by the appropriate patient.