ANALISIS KUALITAS PELAYANAN FASILITAS KESEHATAN TINGKAT PERTAMA PROGRAM JAMINAN KESEHATAN NASIONAL BPJS KESEHATAN DI KOTA PONTIANAK

Abstract

Quality of service is one of the key in facing the competitive world. A good service quality will create satisfaction for customers so that they will remain satisfy. Certainly, BPJS Kesehatan as a government-appointed organizer agency that provides health services to the community. As a company that engages in services, the quality of service plays an important role to create satisfaction for participants BPJS Kesehatan. The purpose of this research is to find out the quality of service (Tangible, Reliability, Responsiveness, Assurance and Empathy) at Faslitas Kesehatan Tingkat Pertama BPJS Kesehatan in Pontianak City. This research is a descriptive research that will use qualitative analysis. The Technique of sampling is purposive sampling and snowball sampling. The data are collected through questionnaires, interviews and literatures.  The study shows that Tangible, Reliability, Responsiveness and Assurance variables have high value for the respondent. However, Empathy variable has a sufficient value for the respondent. The research suggests on improving empathy of medical and non-medical personnel, increasing cooperation of private hospitals, advanced tools and completeness of  drug, a clear schedule of practice.