Correlation of Administrative Services and Pharmacy Services to BPJS Patient Satisfaction


  • Silvia Intan Wardani Universitas Merdeka Malang, Indonesia
  • Kasuwi Saiban Universitas Merdeka Malang, Indonesia
  • Sri Hartini Jatmikowati Universitas Merdeka Malang, Indonesia
  • Bonaventura Ngarawula Universitas Merdeka Malang, Indonesia



Health Services, Pharmacy, Patient Satisfaction


Introduction: According to Director Decree No. 4 Year 2009 the Hospital requires high support and commitment to achieve quality primary care for BPJS health patients. One way to assess the success of a hospital with good quality is to increase patient satisfaction. The purpose of this study was to determine the level of satisfaction of BPJS patients with health services, especially in administration and pharmacy waiting time. Method: This study uses a quantitative approach, especially an observational analytical design to investigate the hypotheses formulated and identify potential relationships between variables this study design uses sectional scores with questionnaires of 103 respondents who are members of BPJS Health patients. Results: Based on the satisfaction the level of BPJS patient satisfaction in each dimension of reliability was 70.4%, comprehension was 71.6%, the guarantee was 73.6%, physical evidence was 69.4%, and empathy was 73.8%. Conclusion: patient satisfaction in hospital health services in terms of administrative services was 89.3%, BPJS patient services in terms of pharmacy 89.1%, and those who stated relatively fast waiting time 64.1%.


How to Cite

Silvia Intan Wardani, Kasuwi Saiban, Sri Hartini Jatmikowati, & Bonaventura Ngarawula. (2024). Correlation of Administrative Services and Pharmacy Services to BPJS Patient Satisfaction. International Journal of Research in Social Science and Humanities (IJRSS) ISSN:2582-6220, DOI: 10.47505/IJRSS, 5(2), 15–34.