ANALYSIS OF SATISFACTION OF NATIONAL HEALTH INSURANCE JKN PARTICIPANTS THROUGH QUALITY OF MOBILE SERVICES AND CONFIDENCE MEDIATED BY DECISION TO CHOOSE MOBILE JKN SERVICE ON BPJS KESEHATAN OF PEKANBARU

Fitria Ichsani,Sri Hartono Sri Hartono

doi:10.31933/dijemss.v1i3.145

Fitria Ichsani, Sri Hartono Sri Hartono

Open Access

https://doi.org/10.31933/dijemss.v1i3.145

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Abstract

The purpose of this study is to find out how Analysis of Satisfaction of National Health Insurance JKN Participants through Quality of Mobile Services and Confidence Mediated by Decision to Choose Mobile JKN Service on BPJS Kesehatan of Pekanbaru, by measuring indicators that influence variables service quality, trust, decision and satisfaction. This research applies a descriptive research design using survey methods. Sampling uses certain criteria where the respondent is a health insurance participant as a sampling technique. This study was tested using the structural equation modeling (Lisrel) approach to test the significance of the significance of the overall model and predetermined pathway. The findings show that mobile service quality variables have a positive and significant effect on decisions, trust variables have a positive and significant effect on decisions, decision variables have a positive and significant effect on participant satisfaction, mobile service quality variables have a positive and significant effect on satisfaction and trust variables have a positive and significant effect on participant satisfaction.

Highlights

BPJS Kesehatan must be able to improve the quality of their services because good quality of services could play a significant role in improving the image of BPJS Kesehatan and satisfaction of the participants
Declining satisfaction of JKN participants is due to increasing number of JKN participants in the last five years, as shown in Table 1 above, due to suboptimal services provided by the Pekanbaru Branch Office of BPJS Kesehatan
By analyzing the research result, some suggestions which could be considerations and inputs for National Health Insurance (JKN) and future researchers are: (1) Suggestion for the company BPJS Kesehatan is expected to improve the quality of mobile JKN service as in the present study, it was indicated that speed and ease have the lowest loading factor values

Summary

Introduction

BPJS Kesehatan must be able to improve the quality of their services because good quality of services could play a significant role in improving the image of BPJS Kesehatan and satisfaction of the participants. Declining satisfaction of JKN participants is due to increasing number of JKN participants in the last five years, as shown in Table 1 above, due to suboptimal services provided by the Pekanbaru Branch Office of BPJS Kesehatan. Based on data collected from the field, as of today very few JKN participants of BPJS Kesehatan of Pekanbaru have activated mobile JKN [8]. This is shown in the following figure: Below is the number of visits per service function which should be able to be performed via mobile JKN.

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Conclusion