Analysis of Social Insurance Administration Organization Member Satisfaction Level of Class I, Class Ii and Class Iii in Wonocolo District, Surabaya City, East Java, Indonesia


  • Ary Andini Universitas Nahdlatul Ulama Surabaya
  • Agus Aan Adriansyah Universitas Nahdlatul Ulama Surabaya
  • Nurul Jannatul Firdausi Universitas Nahdlatul Ulama Surabaya
  • Adam Layland Coventry University


UHC, BPJS, Level of Satisfaction, Service Quality


One of Universal Health Coverage (UHC) program for Indonesia is the Social Insurance
Administration Organization or Badan Penyelenggara Jaminan Sosial (BPJS). There are two kinds of BPJS
program i.e Health BPJS and Employment BPJS. The aim of this study is to find out the satisfaction level of
member classes of BPJS health program member. Quality of product and service will determine the satisfaction
of the patient. BPJS and health facilities should have good service quality intangible, reliability, responsiveness,
and empathy. This study used primary data with Analytical Descriptive as research design with a cross-sectional
approach to be able to measure the satisfaction level of BPJS member. The results of the study showed that
satisfaction was significantly related to patient satisfaction at all levels of care class. The overall strength was
quite strong (Coefficient> 0.50). The highest coefficient was almost entirely in care class 2, meaning that
dimensions of reliability, responsiveness and were not strong enough to relate to satisfaction of class 2
respondents. Coefficient class 3 respondents were the highest among other classes on the tangible dimension on
the satisfaction of class 3 respondents. So that it could be concluded that the satisfaction of class 1, grade 2 and
grade 3 BPJS members in Wonocolo District, Surabaya City, East Java showed that there was no difference in
each tangible, reliability, responsiveness, assurance and empathy categories.


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How to Cite

Andini, A., Adriansyah, A. A., Firdausi, N. J. ., & Layland, A. (2020). Analysis of Social Insurance Administration Organization Member Satisfaction Level of Class I, Class Ii and Class Iii in Wonocolo District, Surabaya City, East Java, Indonesia. PROCEEDING SURABAYA INTERNATIONAL HEALTH CONFERENCE 2019, 1(1), 14–18. Retrieved from