The Implementation of Indonesian National Health Insurance Programme: How Satisfiedwere the Insured Participants and The Healthcare Providers?
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Accepted
31 August 2018
Published
31 August 2018
Keywords:
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health care providers, insured participants, national health insurance, satisfaction
Abstract
This study examined how satisfied the insured participants and the healthcare providers were with the services provided by the BPJS Health. The study took place in 24 cities/districts in Indonesia. The data was collected through face-to-face interviews with 17,820 insured participants and 1,170 healthcare providers.The survey revealed that the participantswere satisfied with the services they had obtained from the providers. However, the participants at the primary healthcare facilities hada significantly lower satisfaction level than those at the secondary healthcare facilities. Better facilities and medical equipment, better services from medics and paramedics, better drugs availability and quality, along with assurance in obtaining a proper and timeline treatment, all contributed to the higher satisfaction level. Policy makers need to consider making an improvement on the facilities and service qualities at the primary healthcare facilities in order to enhance the participants’ trust. Otherwise, the referral system implementation under the NHI system might not be effectively implemented as participants prefer to get a treatment from secondary healthcare facilities. This study suggests that empathy attributes are the key factor in building satisfaction level. Special attentions need to be given on the “human” aspect of the service providers.
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Gronroos C (1984). A service quality model and its marketing implication. European Journal of Marketing, 18(4): 36-44.
Gronholdt L, Martensen A, Kristensen K (2000). The relationship between customer satisfaction and loyalty: cross-industry differences. Total Quality Management, 11(4): 509-514.
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Ladhari R (2009). Service quality, emotional satisfaction, and behavioral intentions. Managing Service Quality, 19(3): 308-331.
Lagomarsino G, Garabrant A, Adyas A, Muga R, Otoo N (2012). Moving towards universal health coverage: health insurance reforms in nine developing countries in Africa and Asia. Results for Development Institute, Washington DC, USA.
Lee J (2007). Servqual vs Servperf: round 2 in a multi-cultural setting. Journal of Academy of Bussiness and Economics, VII (3): 77-87.
Liu CH, Yen LC (2010). The effects of service quality, tourism impact, and tourist satisfaction on tourist choice of leisure farming types. African Journal of Bussiness Management, 4(8): 1529-1545.
McAdam R, McLean J, Henderson J (2003). The strategic “pull” and operational “push” of total quality management in UK regional electricity service companies. International Journal of Quality and Reliability Management, 20(4).
Prayag G (2007). Assessing international tourists’ perceptions of service quality at Air Mauritius. International Journal of Quality and Reliability Management, 24(5).
Rokx C, Schieber G, Harimurti P, Tandon A, Somanathan A (2013). Health financing in Indonesia: a reform readmap. The World Bank, Indonesia.
Santouridis I, Trivellas P, Reklitis P (2009). Internet service quality and customer satisfaction: examining internet banking in Greece. Total Quality Management, 20(2): 223-239.
Seth N, Deshmukh SG, Vrat P (2005). Service quality models: a review. International Journal of Quality and Reliability Management, 22(9).
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Stodnick M, Rogers P (2008). Using servqual to measure the quality of the classroom experience. Decision Sciences Journal of Innovative Education, 6(1): 115-133.
Tang LL, Cheng PJ (2010). The quality survey on medical service by using Kano two-dimensional model. Journal of Chinese Institute of Industrial Engineering, 18(2): 71-81. Thabrany H (2009). Politics of national health insurance of Indonesia: a new era of universal coverage. Center for Health Economics and Policy Studies, University of Indonesia. Yaghi DS (2010). A customized scale for measuring service quality in a college shop: a context specific approach. Doctoral Thesis. Northumbria University, UK. Zeithaml V (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52: 2-22.
Authors
YusufE., & AwwaliyahI. (2018). The Implementation of Indonesian National Health Insurance Programme: How Satisfiedwere the Insured Participants and The Healthcare Providers?. Journal of Consumer Sciences, 3(2), 27-42. https://doi.org/10.29244/jcs.3.2.27-42
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