Content Analysis and Spatial Analysis: A Case Study of Public Satisfaction of Indonesia National Helath Insurance

Indonesia as a country has an obligation to ensure the wellbeing of its citizen by administering protection for each and every one of its citizen from all backgrounds. Said protection should not only accommodate security and legal protection; However, it should also incorporate health protection in the form of healthcare. Based on this premise, a national scale program called Jaminan Kesehatan Nasional (JKN) was established. This then led to the forming of the JKN organization called Badan Penyelenggara Jaminan Sosial (BPJS), which has been running since January 2014. Overall, citizens have benefited from the initiation ever since it started operation. Nevertheless, an opinion poll conducted by Kompas in 2015, indicates that there are 42.9% unsatisfied BPJS users, 39.1% satisfied BPJS users, while the remaining have no answers. On the grounds that two years have passed since the poll, a new research is necessary in effort to examine deeper on the citizens' sentiments about this healthcare program. This research uses a content analysis approach to determine the portion of opinions relating to the user experience and sentiment in order to illustrate the user's opinion on the service quality that Badan Penyelenggara Jaminan Sosial (BPJS) provides. The program used in this research works based on the principle of Automated Content Analyses. The Twitter reviews by BPJS users are utilized to represent opinions from different provinces. Consequently, the result of this sentiment analyses reveals that the areas related to reliability, tangibles, access to payment, and medical services are still dominated by negative responses. The result of this assessment can be integrated into the evaluation process towards improving the quality of BPJS as one of the supporting aspects of the Indonesian citizens' health