Relation between health insurance systems to user satisfaction in dental health service

Andre Kurniawan, Febriana Setiawati, Anton Rahardjo, Diah Ayu Maharani, Peter E. F. Andreas

Research output: Contribution to journalArticlepeer-review


The new health insurance system has some weaknesses. Therefore, one must observe the user satisfaction with dental health services provided to users by JPKM (Sub-regional Community Health Insurance) and JKN (National Health Insurance) in Sawahlunto city. This study aimed to compare the JPKM and JKN systems regarding user satisfaction in dental health service. This was a cross-sectional study, and the participants received an expectation ServQual questionnaire and a perception ServQual questionnaire. All 182 respondents had experiences using JPKM and JKN or were current users in Sawahlunto city. Analysis: User satisfaction was identified by analyzing the gap between the perception and the expectation of sociodemographic status. A comparison test (Mann Whitney) was used to analyze the results. On the JKN assurance dimension, there were differences of satisfaction based on the age variable. Regarding the profession variable, the Government Employee/pension group had higher satisfaction than other professions. The reliability and assurance dimensions had a significant effect on total satisfaction, and JPKM users had higher satisfaction than JKN users.

Original languageEnglish
Pages (from-to)157-161
Number of pages5
JournalJournal of International Dental and Medical Research
Issue number1
Publication statusPublished - 2018


  • Health service dimension
  • Satisfaction gap
  • ServQual
  • Service quality


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