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| Advisor(s) | Sitorus, Friska Ernita | |
| Author(s) | Tinambunan, Elvia Srywana | |
| Issued Date | 2027 | |
| Abstract | Patient satisfaction is a crucial indicator for assessing the quality of healthcare services in hospitals. One factor influencing patient satisfaction is the competence of administrative staff, encompassing their knowledge, skills and attitude in providing service. This study is aimed to determine the relationship between administrative staff competence knowledge, skills and attitude and the satisfaction of Social Guarantee Health Administration (in Indonesia BPJS) patients at Sembiring Deli Tua General Hospital in 2026. The study used a quantitative analytical design with a cross-sectional approach. The study population consists of all Social Guarantee Health Administration patients receiving services at Sembiring Deli Tua General Hospital. The sample comprise 96 respondents selected via purposive sampling. Data collection was conducted by using a questionnaire that had undergone validity and reliability testing. Data analysis was univariate analysis to describe the frequency distribution of each variable and bivariate analysis using the Chi-Square test at a 95% confidence level (α = 0.05). The Chi-Square test results indicate that knowledge, skills, and attitude each have a significant relationship with patient satisfaction (p-value < 0.001). The study concludes that there is a significant relationship between administrative officer competence (knowledge, skills and attitude) and Social Guarantee Health Administration patients satisfaction at Sembiring Deli Tua General Hospital in 2026. It is recommended that the hospital enhance administrative staff competence through continuous training, the strengthening of communication skills and the promotion of a friendly and professional service attitude to improve patient satisfaction. Keyword : Administrative Staff Competence, Knowledge, Skills, Attitude, Patient Satisfaction, Social Guarantee Health Administration. | 1 |
| Item Type | Skripsi | |
| Keywords | Kompetensi (Competence) Petugas (Staff) Administrasi (Administrative), Pengetahuan (Knowledge), Keterampilan (Skills), Sikap (Attitude) Kepuasan Pasien (Patient Satisfaction), BPJS Kesehatan (Social Guarantee Health Administration) | 1 |
| Collection | Fakultas Kesmas, S1-Administrasi Rumah Sakit | |
| Publisher | INSTITUT KESEHATAN DELI HUSADA | |
| Submitted Date | 10-08-2026 | |
| Updated Date | 22-09-2026 | |
| URI | No URI | |
| File |
2225007_ELVIASRYWANATINAMBUNAN_S1.pdf
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