The comparison analysis of national health insurance participant’s satisfaction level in primary clinics and community health centers in the effort to improve the healthcare service quality

Irsyad Kamal; Arima Nur Azizah

doi:10.31295/ijbem.v4n2.1732

Authors

Irsyad Kamal
irsyad.kamal@unpad.ac.id
Universitas Padjadjaran, Bandung, Indonesia
Arima Nur Azizah PT. Medika Antapani, Bandung, Indonesia

Keywords:

BPJS-Kesehatan, healthcare service, satisfaction, service quality, T-Test

Abstract

Indonesian government made Social Security which was regulated by Law No.40 of 2004 concerning the National Social Security System (SJSN). On January 1, 2014, the government began a National Health Insurance (JKN) program organized by a legal entity called BPJS-Kesehatan. East Bandung is one of the densely populated areas that is still developing in the city of Bandung. There are 19 Community Health Centers and 21 Primary Clinics in east Bandung that serve BPJS-Kesehatan participants. Patient satisfaction is largely determined by the quality of services provided by providers of health facilities and the satisfaction of participants is one of the things that is considered for JKN participants in choosing health facilities. BPJS-Kesehatan achieving the JKN participant’s satisfaction target by 2019 is 80%. In this study, a T-test was conducted to see the level of satisfaction of Primary Clinics and Community Health Centers in East Bandung. Based on this study, from the dimensions of patient satisfaction namely Tangible, Empathy, Responsiveness, Reliability, and Assurance, the level of satisfaction of JKN participants among Primary Clinics was higher than JKN participants in the East Bandung Community Health Centers.

Downloads

Download data is not yet available.

References

Azis, Y., & Kamal, I. (2019). Innovation in Islamic banking towards conventional banking: a study on customer in Bandung. International Journal of Business Innovation and Research, 20(4), 511-526.

Babin, B. J., & Griffin, M. (1998). The nature of satisfaction: an updated examination and analysis. Journal of Business research, 41(2), 127-136. https://doi.org/10.1016/S0148-2963(97)00001-5

Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study. Journal of Business research, 51(1), 53-60. https://doi.org/10.1016/S0148-2963(99)00041-7

Chakraborty, S., Bhattacharya, S., & Dobrzykowski, D. D. (2014). Impact of supply chain collaboration on value co-creation and firm performance: a healthcare service sector perspective. Procedia Economics and Finance, 11, 676-694. https://doi.org/10.1016/S2212-5671(14)00233-0

Cooper, A. C., & Artz, K. W. (1995). Determinants of satisfaction for entrepreneurs. Journal of Business Venturing, 10(6), 439-457. https://doi.org/10.1016/0883-9026(95)00083-K

González, M. E. A., Comesaña, L. R., & Brea, J. A. F. (2007). Assessing tourist behavioral intentions through perceived service quality and customer satisfaction. Journal of business research, 60(2), 153-160. https://doi.org/10.1016/j.jbusres.2006.10.014

Harris, P., Kent, J., Sainsbury, P., & Thow, A. M. (2016). Framing health for land-use planning legislation: a qualitative descriptive content analysis. Social Science & Medicine, 148, 42-51. https://doi.org/10.1016/j.socscimed.2015.11.029

Hartline, M. D., & Jones, K. C. (1996). Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions. Journal of business research, 35(3), 207-215. https://doi.org/10.1016/0148-2963(95)00126-3

Holliday, A. (2010). Analysing qualitative data. Continuum companion to research methods in applied linguistics, 98-110.

Lee, H. J., Lee, S. H., Ha, K. S., Jang, H. C., Chung, W. Y., Kim, J. Y., ... & Yoo, D. H. (2009). Ubiquitous healthcare service using Zigbee and mobile phone for elderly patients. International journal of medical informatics, 78(3), 193-198. https://doi.org/10.1016/j.ijmedinf.2008.07.005

Marshall, B., Cardon, P., Poddar, A., & Fontenot, R. (2013). Does sample size matter in qualitative research?: A review of qualitative interviews in IS research. Journal of computer information systems, 54(1), 11-22.

McGeady, D., Kujala, J., & Ilvonen, K. (2008). The impact of patient–physician web messaging on healthcare service provision. International journal of medical informatics, 77(1), 17-23. https://doi.org/10.1016/j.ijmedinf.2006.11.004

Narimawati, U. (2007). Riset manajemen sumber daya manusia. Jakarta: Agung Media.

Phillippi, J., & Lauderdale, J. (2018). A guide to field notes for qualitative research: Context and conversation. Qualitative health research, 28(3), 381-388.

Rastini, N. M., & Nurcaya, N. (2019). Customers trust mediation: effect of CSR and service quality towards e-WOM. International research journal of management, IT and social sciences, 6(4), 169-173.

Reay, T. (2014). Publishing qualitative research.

Sgier, L. (2012). Qualitative data analysis. An Initiat. Gebert Ruf Stift, 19, 19-21.

Sufriyana, H., Wu, Y. W., & Su, E. C. Y. (2020). Artificial intelligence-assisted prediction of preeclampsia: Development and external validation of a nationwide health insurance dataset of the BPJS Kesehatan in Indonesia. EBioMedicine, 54, 102710. https://doi.org/10.1016/j.ebiom.2020.102710

Sugiyono, D. (2010). Metode penelitian kuantitatif dan R&D. Bandung: Alfabeta.

Tharenou, P., Donohue, R., & Cooper, B. (2007). Management research methods. Cambridge University Press.

Zhang, L., Tong, H., Demirel, H. O., Duffy, V. G., Yih, Y., & Bidassie, B. (2015). A practical model of value co-creation in healthcare service. Procedia Manufacturing, 3, 200-207. https://doi.org/10.1016/j.promfg.2015.07.129