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Abstract

Since the enactment of the National Health Insurance (JKN) policy, all Primary Health Care in Indonesia
must follow accreditation. Through accreditation, it is expected that the quality of Primary Health Care services
will increase, one of which can be seen from the increase in patient satisfaction. This study was conducted to
analyze the effect of accreditation on patient satisfaction. The study was conducted on 90 Primary Health Care
patients who had visited the Primary Health Care before and after accreditation. Data retrieval has been done
crossectionally. The paired-sample T test was conducted to see the significance of differences in satisfaction
scores before and after accreditation. The results showed that there were significant differences in satisfaction
scores between before and after accreditation for the dimensions of responsiveness, credibility, competence,
communication, security, access, courtesy, understanding customer and tangibles. In the reliability dimension
no significant differences were found. While specifically for the cutomer understanding dimension there was a
decrease in satisfaction scores after accreditation. Therefore, it is important for Primary Health Care to improve
their service systems, especially related to fulfilling service promises that have been set as quality objectives.
Dissemination of information to the public must be improved, so that the public becomes aware of the existence of
programs run by the Primary Health Care, such as accreditation.

Pages

228-236

Creative Commons License

Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License
This work is licensed under a Creative Commons Attribution-NonCommercial-Share Alike 4.0 International License.

Rights

©2019Ratna Dwi Wulandari

DOI

10.30597/mkmi.v15i3.6195

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