TY - JOUR
T1 - A correlation of national health insurance self-enrolled member’s satisfaction on healthcare services with premium payment
AU - Nurhasana, Renny
AU - Hidayat, Budi
AU - Pujiyanto, null
AU - Dartanto, Teguh
N1 - Funding Information:
Teguh Dartanto gratefully thanks to the partial funding from “The 2017 Hibah PITTA Universitas Indonesia”. The remaining research funds were from private. We declare that there is no conflict of interest within this research.
Publisher Copyright:
© 2018, Indian Journal of Public Health Research and Development. All rights reserved.
PY - 2018/8
Y1 - 2018/8
N2 - Introduction: Since it started in 2014, there is tendency for self-enrolled members of JKN (Jaminan Kesehatan Nasional/National Health Insurance) to pay the insurance premium irregularly. Marketing research results confirm that customer satisfaction is one of the important indicators for a successful service delivery that leads to repeat buying behaviour. This study aims at identifying the relationship between the satisfaction of self-enrolled members of JKN regarding healthcare services and their behaviour of paying the premium. Method: This cross-sectional study surveys 196 self-enrolled members of JKN in the greater Jakarta area (Jakarta, Bogor, Depok, Tangerang, and Bekasi/Jabodetabek) using stratified random sampling. We apply a chi-square test to analyse whether there is a relationship between the perceptions of the respondents regarding healthcare satisfaction and the behaviour of routine and non-routine premium payment. Results: This study found that there is a different behaviour concerning premium payment between those that report being satisfied or dissatisfied with healthcare services. Around 79.7% of self-enrolled members in Jabodetabek who reported satisfaction with the primary healthcare pay the premium regularly, while there are only 58.3% among non-satisfied members who pay the premium regularly. Another result shows that around 81.1% of members who reported satisfaction with hospital utilisation pay the premium regularly. In contrast, regarding hospital services, 69.9% of non-satisfied members pay the premium regularly. Our chi-square test confirms that there are significant relationships between healthcare satisfaction and premium payment behaviour. Conclusion: The significant correlation between member satisfaction with healthcare services and the premium payment indicates that BPJS Kesehatan/BPJS Health/Healthcare and Social Security Agency in collaboration with healthcare providers (both primary care and hospitals), should improve service delivery to encourage self-enrolled members of JKN to pay the premium regularly.
AB - Introduction: Since it started in 2014, there is tendency for self-enrolled members of JKN (Jaminan Kesehatan Nasional/National Health Insurance) to pay the insurance premium irregularly. Marketing research results confirm that customer satisfaction is one of the important indicators for a successful service delivery that leads to repeat buying behaviour. This study aims at identifying the relationship between the satisfaction of self-enrolled members of JKN regarding healthcare services and their behaviour of paying the premium. Method: This cross-sectional study surveys 196 self-enrolled members of JKN in the greater Jakarta area (Jakarta, Bogor, Depok, Tangerang, and Bekasi/Jabodetabek) using stratified random sampling. We apply a chi-square test to analyse whether there is a relationship between the perceptions of the respondents regarding healthcare satisfaction and the behaviour of routine and non-routine premium payment. Results: This study found that there is a different behaviour concerning premium payment between those that report being satisfied or dissatisfied with healthcare services. Around 79.7% of self-enrolled members in Jabodetabek who reported satisfaction with the primary healthcare pay the premium regularly, while there are only 58.3% among non-satisfied members who pay the premium regularly. Another result shows that around 81.1% of members who reported satisfaction with hospital utilisation pay the premium regularly. In contrast, regarding hospital services, 69.9% of non-satisfied members pay the premium regularly. Our chi-square test confirms that there are significant relationships between healthcare satisfaction and premium payment behaviour. Conclusion: The significant correlation between member satisfaction with healthcare services and the premium payment indicates that BPJS Kesehatan/BPJS Health/Healthcare and Social Security Agency in collaboration with healthcare providers (both primary care and hospitals), should improve service delivery to encourage self-enrolled members of JKN to pay the premium regularly.
KW - Greater Jakarta area
KW - Healthcare satisfaction
KW - JKN
KW - Premium payment
KW - Self-enrolled members
UR - http://www.scopus.com/inward/record.url?scp=85052644293&partnerID=8YFLogxK
U2 - 10.5958/0976-5506.2018.00700.3
DO - 10.5958/0976-5506.2018.00700.3
M3 - Article
AN - SCOPUS:85052644293
SN - 0976-0245
VL - 9
SP - 78
EP - 84
JO - Indian Journal of Public Health Research and Development
JF - Indian Journal of Public Health Research and Development
IS - 8
ER -
