Evaluating Healthcare Service Quality for BPJS Participants Using Fuzzy Mamdani


Evaluasi Kualitas Pelayanan Kesehatan Peserta BPJS Kesehatan Menggunakan Fuzzy Mamdani


  • (1)  Ahmad Refin Irwanto            Program Studi Informatika, Universitas Muhammadiyah Sidoarjo  
            Indonesia

  • (2) * Nuril Lutvi Azizah            Program Studi Informatika, Universitas Muhammadiyah Sidoarjo  
            Indonesia
    (*) Corresponding Author

DOI: https://doi.org/10.21070/jicte.v6i1.1638

Abstract

This research discusses the evaluation of healthcare service performance based on service quality for BPJS participants by measuring service performance in the categories of perception and expectation. The community health center (Puskesmas) serves as a sub-district level public health service ensuring health for the community, particularly BPJS participants. This study aims to determine healthcare service performance in terms of patient satisfaction. The research utilizes the Mamdani fuzzy logic method, with perception and expectation as input variables and service quality as the output. MATLAB software is used to implement the fuzzy logic. Data collection was conducted by randomly distributing questionnaires to BPJS patients at the Puskesmas Tarik. From the input data collected from respondents, the average service quality score obtained was 2 on a Likert scale of (1-3). Meanwhile, the Mamdani fuzzy logic calculation resulted in a score of 59.3. Based on these results, it is concluded that the current service quality of Puskesmas Tarik is considered to be moderate.
Highlights:

  • Evaluation of healthcare service quality using Fuzzy Mamdani.
  • BPJS participants' satisfaction measured through perception and expectation.
  • Moderate service quality score indicates the need for improvement.

Keywords: Quality of Service, Fuzzy Mamdani, Perceptions, Expectations, BPJS

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Published
2022-04-29
 
Issue
Vol 6 No 1 (2022): April
Section
Articles

Copyright (c) 2024 Ahmad Refin Irwanto, Nuril Lutvi Azizah

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