ANALYSIS OF THE PUBLIC SERVICE APPLICATION FOR REGIONAL HEALTH INSURANCES AT DAYA REGIONAL PUBLIC HOSPITAL, MAKASSAR

Abstract

The research aims at analyzing the influence of the service quality toward the statisfaction of the patiens who get social health insurance provided by provincial or district governments (Jaminan Kesehatan daerah/Jamkesda). This research used model of Sevqual (service quality), reliability, respnsiveness, assurance, empathy, and tangible. Location of research was Regional Public Hospital (Rumah Sakit Umum Daerah /RSUD Daya) Makassa. This research used quantitative research and survey approach. The population of the study was 25.339 patients who get Jamkesda. Sampling technique used was the multi-stage simple random sampling. In order to obtain the sample of the research, researchers used the formula slovin 0.75 percent. Thus, the researchers got 178 respondents. The instruments were questionnaire sheet using scale model Likert, and researchers used observation sheet to support data questionnaire. The result showed that the dimensions of service quality, Reliability, Responsiveness, Assurance, Emphaty, Tangibles, have significant relationship and influence of the service quality of patients who get Jamkesda. The higher the contribution of service quality dimensions of reliability, responsiveness, assurance, emphaty and tangible, the higher these dimensions affect the level of statisfaction for the patients.