The Social Health Insurance (BPJS) Patient Satisfaction at Hermina Daan Mogot and Pasar Minggu Hospitals, Indonesia

• Autores: Purwanti Aminingsih, Ali Khatibi, S. M. Ferdous Azam
• Localización: International Journal of Professional Business Review: Int. J. Prof.Bus. Rev., ISSN 2525-3654, ISSN-e 2525-3654, Vol. 8, Nº. 3, 2023 (Ejemplar dedicado a: Continuous publication; e01425)
• Idioma: inglés
• DOI: 10.26668/businessreview/2023.v8i3.396
• Enlaces
  • Texto completo (pdf)
• Resumen

  • 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.

• Referencias bibliográficas
  • 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...
  • Agung. (2018). Analisis Kualitas Pelayanan, Komitmen dan Kepercayaan Terhadap Komitmen dan Kepercayaan Terhadap Loyalitas Konsumen. esis:...
  • 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...
  • Arasli, H., Ekiz, E. H., & Katircioglu, S. T. (2008). Gearing service quality into public and private hospitals in small islands: empirical...
  • 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...
  • 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....
  • Ifezue, O. (2020). Digitalization of patient data management system in a private healthcare facility-Lessons learned from Lagoon Hospital,...
  • 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...
  • 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....
  • 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...
  • Lee, S. J., Vernooij, E., Enria, L., Kelly, A. H., Rogers, J., Ansumana, R., ... & Street, A. (2022). Human preparedness: relational infrastructures...
  • Lotfi, M. (2018). Justice as A Mediator of The Relationship Between Methods of Monitoring and Organizational Citizenship Behavior. Academy...
  • Lubis, A. N. (2017). Pengaruh harga dan kualitas pelayanan terhadap kepuasan pasien rawat inap di RSU Deli Medan. Jurnal Managemen Bisnis,...
  • 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,...
  • 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...
  • Marshall. (2018). Listening to Your Customers: The Impact of Perceived Salesperson Listening Behavior on Relationship Outcomes . Journal of...
  • 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...
  • Moorman, e. a. (2019). Relationships Between Providers and Users of Marketing Research :The Dynamics of Trust Within and Between Organizations....
  • 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...
  • 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...
  • Py Asikin, S. (2018). Metode Penelitian. Bandung: Alfabeta. Popo Suryana. 2018. Analisis Faktor yang Mempengaruhi Keputusan Pembelian dan...
  • 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...
  • 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...
  • 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...
  • 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...
  • 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,...
  • Sophira AD Astono, S. (2017). Analisis Faktor-faktor Pembentuk Persepsi Kualitas Layanan Untuk Menciptakan Kepuasan Dan Loyalitas Nasabah...
  • 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...
  • 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,...
  • 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,...
  • 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...
  • 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...
  • 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...