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
Keywords:
UHC, BPJS, Level of Satisfaction, Service QualityAbstract
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.
References
World Health Organization. Arguing for Universal Health Coverage. 2013.
World Health Organization and The World Bank. Healthy systems for universal health coverage -
a joint vision for healthy lives. 2017.
Rarasati DH. Dampak Kenaikan TarifBPJS Kesehatan terhadap Pelayanan Kesehatan di Kota
Malang. J Polit Muda. 2017;6(1):34–40.
Akbar MR. Kepuasan Pasien Jaminan Kesehatan Nasional Terhadap Waktu Tunggu di Puskesmas
dan Klinik Mitra BPJS. Thesis. Universitas Islam Negeri Syarif Hidayatuallah; 2016.
Putri BS, Kartika L. Kepuasaan Kualitas Pelayanan BPJS terhadap Kepuasaan Pengguna
PerspektifDokter Rumah Sakit Hermina Bogor. J Ris Manaj dan Bisnis. 2017;2(1):1–12.
Palupi JKN, Wardhani V, Andarini S. Determinan Pilihan Naik Class Perawatan Rumah Sakit dari
Class I ke Class VIP. J Kebijak Kesehat Indones. 2016;05(04):184–93.
Trisnantoro L, Marthias T, Harbianto D. Universal Health Coverage Assessment Indonesia.
;(December):1–16.
Vianti NR. Analisis Kepuasan Pasien BPJS (Badan Penyelenggara Jaminan Sosial) Terhadap
Pelayanan Kesehatan di Instalasi Rawat Inal (IRI) Bangsal Dahlia RSUD Unggaran. Universitas
Negeri Semarang; 2016.
