The Social Health Insurance (BPJS) Patient Satisfaction at Hermina Daan Mogot and Pasar Minggu Hospitals, Indonesia
DOI:
https://doi.org/10.26668/businessreview/2023.v8i3.396Keywords:
Service Quality, Patient Satisfaction, Social Health Insurance, Public & Private Hospital, Jakarta, IndonesiaAbstract
Objective: The purpose of this study is to investigate the function of the Indonesian Social Health Insurance (BPJS) system for the provision of medical services, and to examine the differences and similarities between the public and private hospitals in Jakarta, Indonesia.
Theoretical framework: Service quality in BPJS is a public service that can be classified as all different kinds of goods and services as well. This means that the Indonesian government is responsible for all of the actions that take place within the organisation.
Method: The population of the study will primarily consist of patients who are treated at Hermina Daan Mogot, a private hospital, and Pasar Minggu Public Hospital. Path analysis is being used in this study, which is a quantitative descriptive research approach. The goal of the study is to meet the research objectives by evaluating a set of hypotheses. The data collection is carried out through the use of a hardcopy questionnaire, and the primary data is gathered from four hundred patients spread across Jakarta's two hospitals.
Results and conclusion: The outcomes of the research show that there is a favourable association between the BPJS and the level of satisfaction experienced by patients. In addition, the level of contentment expressed by patients regarding the quality of the treatment.
Implications of the research: The findings suggest that Cost does not influence Service Quality because it possessed a significant value of t-count greater than 0.05 for both Hermina Daan Mogot Private Hospital and Pasar MInggu Public Hospital.
Originality/value: The government regulated and established the financing, facility procurement, the source of the workforce, and the quality standard of the service, so that almost all dimensions of service can meet the desire and satisfaction of patients.
Downloads
References
Abdullah. (2018). Metode Penelitian Kualitaif: Suatu Pengantar Umum.
Acharya, K., & Paudel, Y. R. (2019). General health service readiness and its association with the facility level indicators among primary health care centers and hospitals in Nepal. Journal of Global Health Reports, 3, e2019057.
Agung. (2018). Analisis Kualitas Pelayanan, Komitmen dan Kepercayaan Terhadap Komitmen dan Kepercayaan Terhadap Loyalitas Konsumen. esis: Program Magister Manajemen Fakultas Ekonomi Universitas Diponegoro Semarang.
Agung, A. (2018). Metode Research: Penelitian Ilmiah. Jakarta: Bumi Aksara.
Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social science & medicine, 52(9), 1359-1370.
Arasli, H., Ekiz, E. H., & Katircioglu, S. T. (2008). Gearing service quality into public and private hospitals in small islands: empirical evidence from Cyprus. International journal of health care quality assurance.
AS Sundoro, I. (2018). Pengaruh Dimensi Kualitas Pelayanan terhadap Tingkat Kepuasan. Thesis.
Asih, D. (2017). Pengertian Fasilitas Belajar, (Online). http://sobatbaru.blogspot.com/2008/10/pengertian-fasilitas-belajar.html.
Azrul. (2017). Menjaga Mutu Pelayanan Kesehatan. Jakarta: Pustaka Sinar Harapan.
D Cyr, M. (2018). Special Issue on Measuring e Commerce in Net-Enabled Organizations. Part 2 of 2: Developing and Validating Trust Measures for e-Commerce: An Integrative Typology Information Systems Research 13:334-359.
Dyna. (2016). Konsep dan Penerapan Metodologi Penelitian Ilmu Keperawatan. Jakarta: Salemba Medika.
Francken, D. V. (2019). Satisfaction with Leisure Time Activities. Journal of Leisure Research. Vol.13. No.4. pp.337–352.
Hidayah. (2019). Manajemen Marketing; Suatu Pendekatan Ramuan Marketing. Kappa Sigma, Bandung.
Hijrah, N. (2017). Pedoman Penilaian Kinerja Rumah Sakit. Jakarta: Penerbit Kartika Bina.
Himawanto, W. (2017). Metode Statistika. Edisi kelima. Bandung: Tarsito.
Irsanty. (2017). Quality Assurance Pelayanan Rumah Sakit. Edisi Kedua. Yogyakarta: Konsorsium Rumah Sakit Islam Jateng-DIY.
IY Kurnia, M. S. (2018). “Pengaruh Perkembangan Teknologi Informasi Terhadap Bidang Akuntansi Manajemen. Jurnal Akuntansi & Keuangan Vol. 2, No. 2, 127 –137.
Ifezue, O. (2020). Digitalization of patient data management system in a private healthcare facility-Lessons learned from Lagoon Hospital, Lagos, Nigeria (Master's thesis, Itä-Suomen yliopisto).
Jehadan, A. (2016). Farmasi Rumah Sakit Teori dan Penerapan. . Cetakan. I, Penerbit EGC, Jakarta.
Jones, C., Finkler, S. A., Kovner, C. T., & Mose, J. (2018). Financial Management for Nurse Managers and Executives-E-Book. Elsevier Health Sciences.
Jummiana. (2019). Total Quality Management Reading: Addison-Wesley.
Karmarkar, L. (2018). Managing Service: Marketing, Operation, and Human Resources. London: Prentice-Hall International, Inc.
Kazemi, O. (2018). Manajamen Pemasaran. Alih bahasa Benyamin.
Khasanah. (2018). Pengaruh nilai pelanggan, experiental marketing dan rasa kepercayaan terhadap kepuasan pelanggan Hotel Pondok Tinggal Magelang. 12(1), 11–27.
Kotler, &. K. (2017). Manajemen Pemasaran (13th ed.). Jakarta: Erlangga.
Kusuma. (2018). Pasar Modal Cetakan Kedua. Bandung: Alfabeta.
Larson, E., Sharma, J., Bohren, M. A., & Tunçalp, Ö. (2019). When the patient is the expert: measuring patient experience and satisfaction with care. Bulletin of the World Health Organization, 97(8), 563.
Lee, S. J., Vernooij, E., Enria, L., Kelly, A. H., Rogers, J., Ansumana, R., ... & Street, A. (2022). Human preparedness: relational infrastructures and medical countermeasures in Sierra Leone. Global public health, 1-17.
Lotfi, M. (2018). Justice as A Mediator of The Relationship Between Methods of Monitoring and Organizational Citizenship Behavior. Academy of Management Jounal, Vol. 36, No.3, 327-556.
Lubis, A. N. (2017). Pengaruh harga dan kualitas pelayanan terhadap kepuasan pasien rawat inap di RSU Deli Medan. Jurnal Managemen Bisnis, 2(1), 21-24.
Lupiyoadi, R. (2017). Manajemen Pemasaran Jasa, Edisi Kedua. Penerbit Salemba Empat. Jakarta.
Mosadeghrad, A. M. (2014). Factors influencing healthcare service quality. International journal of health policy and management, 3(2), 77.
Moore, K. A., & Cooper, C. L. (1996). Stress in mental health professionals: A theoretical overview. International journal of social psychiatry, 42(2), 82-89.
M.Anang Firmansyah, K. (2019). Manajemen Pemasaran. Yogyakarta: Graha Ilmu.
Mardikawati, W. &. (2018). Pengaruh nilai pelanggan dan kualitas layanan terhadap loyalitas pelanggan, melalui kepuasan pelanggan sebagai variabel intervening. Jurnal Administrasi Bisnis, 2(1), 64–75.
Marshall. (2018). Listening to Your Customers: The Impact of Perceived Salesperson Listening Behavior on Relationship Outcomes . Journal of the Academy of Marketing Science, Vol.25, No. 2, p.127-137.
Maryono. (2018). Manajemen Kesehatan. Jakarta: Penerbit Buku Kedokteran EGC.
Molan Buku kesatu, Edisi kesebelas. (n.d.). Jakarta; PT. INDEKS.
Montaglione, C. (2018). The Physician-Patient Relationship: Cornerstone of Patient Trust, Satisfaction, and Loyalty. Journal of Management Care Quality, Vol.7. (3):5–21.
Moorman, e. a. (2019). Relationships Between Providers and Users of Marketing Research :The Dynamics of Trust Within and Between Organizations. Journal of Marketing Research, vol. 29 (August), p. 314–329.
Morgan, R. H. (2019). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, Vol. 58, p. 20–38.
Muthoharoh. (2016). Pengantar Penelitian Ilmiah Dasar dan Metode Teknik. Bandung: Tarsito.
Nirwana. (2018). Pemasaran Jasa. Malang: Alfa Pustaka.
Nuralam, I. P. (2017). Manajemen Pemasaran Jasa, Teori dan Praktek. Edisi Pertama. Jakarta: Salemba Empat.
Nurjanah, L. (2018). Manajemen Pemasaran Jasa, Edisi Kedua. Jakarta: Penerbit Salemba Empat.
Pelle, R. (2018). Analisis Pengaruh Kualitas Pelayanan, Harga, dan Kepuasaan Pelanggan Terhadap Loyalitas Pelanggan. Universitas Diponegoro Semarang. Semarang.
Pohan, I. S. (2017). Jaminan Mutu Layanan Kesehatan. Cetakan I, EGC; Jakarta.
Prasetyo, T. (2018). Analisa Faktor-Faktor Yang Mempengaruhi Keputusan Pemilihan Pasar Swalayan Sebagai Tempat Berbelanja (Studi Kasus Pada Pasar Swalayan Di Kawasan Seputar Simpang Lima Semarang). Jurnal Studi Manajemen dan Organisasi, Vol.2 No.1.
Py Asikin, S. (2018). Metode Penelitian. Bandung: Alfabeta. Popo Suryana. 2018. Analisis Faktor yang Mempengaruhi Keputusan Pembelian dan Implikasinya pada Minat Beli Ulang. Hal. 190–200. ISSN 1411-514X.
Rachmansyah, T. F. (2016). Service Quality and Satisfaction. Yogyakarta: Andi Offset.
Rangkuti, F. (2017). Measuring Customer Satisfaction (2nd ed). Jakarta: PT Gramedia Pustaka Utama.
Ridwan, H. (2018). Pengukuran Tingkat Kepuasan Konsumen Dengan Servqual Instrument. Wahana, vol. 1 (no. 1). Halaman 9.
Rosyadi. (2018). Kesiapan Indonesia Menghadapi Masyarakat Ekonomi Asean 2018. http://m.kompasiana.com/post/read/699718/2/kesiapan-indonesiamenghadapi-masyarakat-ekonimi-asean-2018.html.
Rosyid, M. (2018). Hubungan Antara Sikap Terhadap Bukti Fisik, Proses, Dan Karyawan Dengan Kualitas Keterhubungan,Serta Perannya Dalam Menimbulkan Niat Ulang Membeli Dan Loyalitas. Jurnal Riset Ekonomi Dan Manajemen, Volume 2 Nomor 3. Halaman 98 – 115.
Rukin, S. J. (2019). Pengukuran Tingkat kepuasan Pelanggan: Untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta.
S, R. T. (2018). Pengaruh Fasilitas, Biaya, dan Promosi Terhadap Kepuasan Pasien Rawat Inap di RS. Muhammadiyah Karanganar. Jurnal Ekonomi Managemen Sumber Daya, Vol 14, No.2, Page 88-98.
Salusu, J. (2018). Pengambilan Keputusan Strategik untuk Organisasi Publik an Organisasi non-Profit. Jakarta: PT Grasindo.
Setianingsih. (2015). Etika & Hukum Kesehatan. Jakarta: PT. Rineka Cipta.
Setyawan, P. (2018). Kepercayaan dan komitmen sebagai perantara kunci relationship marketing dalam membangun loyalitas survey pada nasabah Bank Muamalat Indonesia Surabaya. Jurnal Riset Ekonomi dan Manajemen, Vol. 2, No. 1.
Shahamat. (2016). Managing Customer Relationships: A Strategic Framework, New Jersey: John Wiley & Sons, Inc.
SI Zakaria, W. R. (2018). Faktor-Faktor Yang Mempengaruhi Loyalitas Serta Dampaknya Pada Kepuasan Konsumen Dalam Menggunakan Jasa Kereta Api Harina (Studi Pada Pt. Kereta Api Indonesia Daop IV Semarang). Skripsi Universitas Diponegoro, Semarang.
Siahaan, J. (2018). Persatuan Perawat Nasional Indonesia (PPNI), Kumpulan Materi Pelatihan Riset Keperawatan. Surabaya: TIM PPNI.
Soegoto. (2017). Pengaruh nilai pelanggan dan kepercayaan terhadap kepuasan nasabah di Bank Rakyat Indonesia (BRI). Jurnal Ekonomi Bisnis, 1(1).
Sophira AD Astono, S. (2017). Analisis Faktor-faktor Pembentuk Persepsi Kualitas Layanan Untuk Menciptakan Kepuasan Dan Loyalitas Nasabah (Studi Pasa Kantor Cabang BRI Semarang – Pattimura). Jurnal Bisnis Strategi Vol. 9 Juli.
Sophira, A. (2018). Manajemen Kualitas Produk dan Jasa. Ed. 1, Cet. 4. Yogyakarta: Ekonisia Kampus Fakultas Ekonomi UII Yogyakarta.
Sudrajat, A. (2016). Pengaruh Kepuasan Konsumen Terhadap Kesetiaan Merek (Studi Kasus Restoran The Prime Steak & Ribs Surabaya)” . Jurnal Manajemen & Kewirausahaan Vol. 7, Surabaya: UKP Surabaya.
Suryaningtyas, Y. R. (2018). Manajemen Penyelenggaraan Hotel. Bandung: Alfabeta.
Suryati, L. (2018). Bisnis Konsep dan Kasus. USU Press, Medan.
T, B. (2018). An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty. European Journal of Marketing, Vol. 27 Iss: 9, pp.19 – 35.
Timothy, R. (2017). TOT Ways to Boast Customer Satisfaction. Jakarta: PT Elax Media Komputinde.
Tjiptono, F. (2017). Manajemen Pemasaran Modern. Yogyakarta: Liberty Offset.
Tri, Y. (2018). Pengaruh Fasilitas, Biaya Dan Promosi Terhadap Kepuasan Pasien Rawat Inap. Jurnal Ekonomi Manajemen Sumber Daya, Vol. 14, No. 2.
Usman, S. (2017). Bimbingan Skripsi Analisi Dan Penelitian. Bandung: Abu Yapari.
Warnadi, A. T. (2019). Manajemen Pemasaran Modern. Yogyakarta: BPFE.
Winahyuningsih, P. (2017). Pengaruh kepercayaan dan kualitas pelayanan terhadap kepuasan konsumen pada hotel griptha kudus. Jurnal Manajemen Pemasaran, 7(1), 1-17.
Wee, L. E., Conceicao, E. P., Sim, X. Y. J., Aung, M. K., Tan, K. Y., Wong, H. M., ... & Venkatachalam, I. (2020). Minimizing intra-hospital transmission of COVID-19: the role of social distancing. Journal of Hospital Infection, 105(2), 113-115.
Yuliasman. (2018). BPJS kesehatan. http://bpjs-kesehatan.go.id/index.php/pages/detail/2018/2.
Yunus. (2018). Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pelanggan. Jurnal Ilmu & Riset Manajemen, Vol. 3 No. 12 .
Zawawi, H. S. (2018). Metodologi Research. Jilid 2. Yogyakarta: Penerbit Andi.
Zhang, W., Ung, C. O. L., Lin, G., Liu, J., Li, W., Hu, H., & Xi, X. (2020). Factors contributing to patients' preferences for primary health care institutions in China: A qualitative study. Frontiers in public health, 8, 414.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 Dr. Purwanti , Ali Khatibi, S.M Ferdous Azam
This work is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.
Authors who publish in this journal agree to the following terms: the author(s) authorize(s) the publication of the text in the journal;
The author(s) ensure(s) that the contribution is original and unpublished and that it is not in the process of evaluation by another journal;
The journal is not responsible for the views, ideas and concepts presented in articles, and these are the sole responsibility of the author(s);
The publishers reserve the right to make textual adjustments and adapt texts to meet with publication standards.
Authors retain copyright and grant the journal the right to first publication, with the work simultaneously licensed under the Creative Commons Atribuição NãoComercial 4.0 (http://creativecommons.org/licenses/by-nc/4.0/), which allows the work to be shared with recognized authorship and initial publication in this journal.
Authors are allowed to assume additional contracts separately, for non-exclusive distribution of the version of the work published in this journal (e.g. publish in institutional repository or as a book chapter), with recognition of authorship and initial publication in this journal.
Authors are allowed and are encouraged to publish and distribute their work online (e.g. in institutional repositories or on a personal web page) at any point before or during the editorial process, as this can generate positive effects, as well as increase the impact and citations of the published work (see the effect of Free Access) at http://opcit.eprints.org/oacitation-biblio.html
