The Effect Of Complain Management System On Satisfaction Of Jkn Pbi Participants In Otanaha Regional General Hospital, Gorontalo City

Abstrak

Patient satisfaction is an important indicator of healthcare service quality and reflects the extent to which healthcare services meet patient expectations. One factor that may influence patient satisfaction is the implementation of an effective complaint management system. This study aimed to determine the effect of the complaint management system on the satisfaction of JKN PBI participants at Otanaha Regional General Hospital, Gorontalo City. This study employed a quantitative analytical design with a cross-sectional approach. The study involved 93 JKN PBI inpatient participants selected using an accidental sampling technique. Primary data were collected through structured questionnaires assessing complaint management and patient satisfaction, while secondary data were obtained from hospital records. Data were analyzed using univariate and bivariate analyses. The relationship between variables was tested using a Non-Linear Test with a significance level of 0.05. The results showed that respondents generally had positive perceptions of the complaint management system, as indicated by the predominance of “strongly agree” responses across all complaint management indicators. The bivariate analysis revealed a significant effect of the complaint management system on patient satisfaction, with a significance value of 0.000 (p < 0.05). In conclusion, the complaint management system significantly influences the satisfaction of JKN PBI participants at Otanaha Regional General Hospital. Improving responsiveness, accessibility, transparency, and fairness in complaint handling is essential to enhance patient satisfaction and support continuous healthcare quality improvement.