Exploring The Impact Of Service Quality On BPJS Patient Satisfaction In Hospitals: A Scoping Review

Authors

  • Indri Widyastuti Magister Management Wisnuwardhana University
  • Rif'atul Hamidah Magister Management Wisnuwardhana University
  • Silvia Dewi Kusumawati Magister Management Wisnuwardhana University
  • Ratnawati Ratnawati Magister Management Wisnuwardhana University

DOI:

https://doi.org/10.56548/msr.v3i4.125

Keywords:

Service Quality, patient satisfaction, Review Scoping

Abstract

One of the key initiatives to regulate the healthcare system in Indonesia is the establishment of the National Health System, implemented through the BPJS program. Previous research has investigated the impact of healthcare service quality in hospitals on patient satisfaction among BPJS participants. This scoping review aims to map existing research on the relationship between service quality and BPJS patient satisfaction in hospitals. The stages of a scoping review consist of (1) Formulating the research question; (2) Identifying relevant literature; (3) Selecting studies; (4) Mapping the data; and (5) Summarizing, synthesizing, and reporting the results. The studies included in this review cover eight years from 2015 to 2023. The results indicate that all dimensions of service quality significantly influence patient satisfaction (Lahdji et al., 2015; Mukaromah et al., 2022; Natassa & Dwijayanti, 2019; Putri et al., 2016; Tridiyawati & Prahasta, 2022). However, as highlighted by Amalia et al. (2023), Fajri (2016), Pramita et al. (2019), Rahmadani et al. (2021), and Widyastuti et al. (2018), certain dimensions of service quality have a notable impact on patient satisfaction, while others do not.

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Published

2024-11-14

How to Cite

Widyastuti, I., Hamidah, R., Kusumawati, S. D. ., & Ratnawati, R. (2024). Exploring The Impact Of Service Quality On BPJS Patient Satisfaction In Hospitals: A Scoping Review. Management Science Research Journal, 3(4), 66–79. https://doi.org/10.56548/msr.v3i4.125

Issue

Vol. 3 No. 4 (2024): November 2024

Section

Articles

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Copyright (c) 2024 Indri Widyastuti, Rif'atul Hamidah, Silvia Dewi Kusumawati, Ratnawati Ratnawati

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