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

Abstract

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.