Hubungan Kepuasan dan Kepercayaan Pasien dengan Minat Kunjungan Ulang Pasien Jaminan Kesehatan Nasional (JKN) di Puskesmas Air Tawar Tahun 2026

UNIVERSITAS ALIFAH PADANG
Skripsi, Juli 2026

AISYA HERFATMA
Hubungan Kepuasan dan Kepercayaan Pasien dengan Minat Kunjungan Ulang Pasien Jaminan Kesehatan Nasional (JKN) di Puskesmas Air Tawar
Tahun 2026
xvi + 62 halaman, 11 tabel, 2 gambar, 14 lampiran

ABSTRAK

Pemanfaatan pelayanan Puskesmas di Kota Padang belum sepenuhnya merata, hal ini dapat dilihat dari kunjungan ulang peserta JKN yang tergolong rendah meskipun jumlah kepesertaannya besar. Data kunjungan peserta JKN di Puskesmas Air Tawar menunjukkan adanya penurunan kunjungan dari 1.431 kunjungan pada bulan Juli 2025 menjadi 1.289 kunjungan pada bulan Desember 2025. Tujuan penelitian ini untuk mengetahui hubungan kepuasan dan kepercayaan pasien dengan minat kunjungan ulang pasien JKN di Puskesmas Air Tawar tahun 2026.
Penelitian ini merupakan penelitian kuantitatif dengan desain cross sectional. Penelitian dilaksanakan pada bulan Maret-Agustus 2026, pengumpulan data dilakukan pada tanggal 26 Mei-3 Juni 2026. Populasi yaitu seluruh pasien JKN yang berobat ke Puskesmas Air Tawar dalam 3 bulan terakhir, jumlah sampel 96 responden diambil secara accidental sampling. Pengumpulan data menggunakan kuesioner dengan wawancara. Analisa data menggunakan analisis univariat dan analisis bivariat menggunakan uji statistik yaitu uji chi – square.
Hasil penelitian menunjukan 42,7% pasien JKN menyatakan kurang minat dalam melakukan kunjungan ulang, 58,3% pasien JKN menyatakan kurang puas terhadap pelayanan kesehatan dan 46,9% pasien JKN menyatakan kurang percaya terhadap pelayanan kesehatan di Puskesmas Air Tawar. Terdapat hubungan kepuasan (p=0,000) dan kepercayaan (p=0,000) dengan minat kunjungan ulang pasien JKN di Puskesmas Air Tawar tahun 2026.
Kepuasan dan kepercayaan pasien merupakan aspek yang berhubungan dengan minat kunjungan ulang pasien JKN. Diharapkan pihak Puskesmas dapat meningkatkan kualitas pelayanan keamanan dan kenyamanan saat berkonsultasi seperti memberikan sekat atau batasan pada setiap meja konsultasi serta melakukan pengawasan secara berkala untuk memastikan pelayanan yang diberikan adil dan merata.

Daftar Bacaan : 32 (2016-2025)
Kata Kunci : JKN, kepercayaan, kepuasan, minat kunjungan ulang

ALIFAH PADANG UNIVERSITY
Skripsi, July 2026

AISYA HERFATMA
The Relationship Between Patient Satisfaction and Trust and Revisit Intention Among National Health Insurance (JKN) Patients at Air Tawar
Public Health Center in 2026
xvi + 62 pages, 11 tables, 2 figures, 14 attachments

ABSTRACT

The utilization of public health center services in Padang City has not been evenly distributed. This can be seen from the low revisit rate of National Health Insurance (JKN) participants despite their large membership coverage. Data from Air Tawar Community Health Center showed a decline in JKN patient visits from 1,431 visits in July 2025 to 1,289 visits in December 2025. This study aimed to determine the relationship between patient satisfaction and trust and revisit intention among JKN patients at Air Tawar Public Health Center in 2026.
This study employed a quantitative research method with a cross-sectional design. The study was conducted from March to August 2026, while data collection took place from May 26 to June 3, 2026. The population consisted of all JKN patients who had received treatment at Air Tawar Public Health Center within the last three months. A total of 96 respondents were selected using the accidental sampling technique. Data were collected through questionnaires administered by interview. Data analysis included univariate and bivariate analyses using the Chi-square statistical test.
The results showed that 42.7% of JKN patients had low revisit intention, 58.3% were dissatisfied with healthcare services, and 46.9% had low trust in healthcare services at Air Tawar Public Health Center. There was a significant relationship between satisfaction (p=0.000) and revisit intention, as well as between trust (p=0.000) and revisit intention among JKN patients at Air Tawar Public Health Center in 2026.
Patient satisfaction and trust were significantly associated with the intention to revisit among JKN patients. Therefore, it is recommended that the Community Health Center improve service quality by enhancing privacy, security, and comfort during medical consultations, such as installing partitions between consultation desks and conducting regular monitoring to ensure that healthcare services are delivered fairly and equitably.

Reading list : 32 ( 2016-2025)
Keywords : Revisit intention, satiffaction, trust, JKN