Published date: Feb 28 2019

Journal Title: KnE Life Sciences

Issue title: The 3rd International Meeting of Public Health and the 1st Young Scholar Symposium on Public Health

Pages: 302–310

DOI: 10.18502/kls.v4i10.3733

R Nurhasanarenny.nurhasana@ui.ac.id

B Hidayat

Pujiyanto .

T Dartanto

Since starting on 2014, there is a tendency of JKN’s (Jaminan Kesehatan Nasional/National Health Insurance) self-enrolled members to pay the insurance premium irregularly. Marketing research results confirm that customer satisfaction is one of the essential indicators for a successful service delivery that lead to repeat buying behavior. This study aimed to identify the relationship between JKN self-enrolled member’s satisfaction on healthcare services and their behavior of paying the premium. This cross-sectional study surveyed 196 of JKN’s self-enrolled member in greater Jakarta area ( Jabodetabek) using stratified random sampling. We applied a chi-square test for analyzing whether there was a relationship between the respondent’s perception of healthcare satisfaction and behavior of routine and non-routine premium payment. This study found that there was a different behavior of premium payment between those reported satisfied and non-satisfied to healthcare services. Around 79.7% of self-enrolled members in Jabodetabek who were reported satisfied with the primary
healthcare paid the premium regularly, while among non-satisfied members, there were only 58.3% members paid the premium regularly. Another result showed that around 81.1% members who were reported satisfied to the hospital utilization paid the premium regularly. In contrast, non-satisfied members to the hospital services, there were 69.6% members paid the premium regularly. Our Chi-square tests confirmed that there were significant relationships between healthcare satisfaction and premium payment behavior. A significant correlation between the member satisfaction to healthcare services and the premium payment indicated that BJPS Kesehatan in collaboration with healthcare providers both primary care and the hospital should improve their service delivery in order to encourage JKN’s self-enrolled member to pay premium regularly.

Keywords: National Health Insurance, Jabodetabek, self-enrolled members, healthcare satisfaction, premium payment

[1] Article accessed in July 20 th, 2017 through the link: http://ekonomi.kompas.com/read/2017/07/19/
184033626/per-juni-2017-penunggak-iuran-bpjs-kesehatan-mencapai-10-juta-peserta


[2] Article accessed in July 20 th, 2017 through the link: http://nasional.kompas.com/read/2017/05/23/
17420151/bpjs.kesehatan.sebar.kader.jkn.datangi.para.penunggak.iuran


[3] Article accessed in July 20 th, 2017 through the link: http://www.businessdictionary.com/definition/ repeat-purchase.html


[4] Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, 56 ( January), 6-21.


[5] Carrus, B, Cordina, J, Gretz, W, and Neher, K. (2015). Measuring the Patient Experience: Lessons from Other Industries. McKinsey & Company.


[6] Bhanu, P. (2010). Patient Satisfaction. Journal Cutan Aesthet Surg. Sep-Dec; 3(3): 151–155. Accessed through the link: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3047732/


[7] BPJS Press Release. Members and Healthcare Services Satisfaction Indexes to BPJS Kesehatan Successfully Over the Target. Communication and Community Relations Department BPJS Kesehatan.


[8] Sharp, B. & Wright, M. (1999). There are Two Types of Repeat Purchase Markets. Paper presented to the
28 th European Marketing Academy Conference, Berlin, Germany, 11-14 May.


[9] Knox, R. (2008). Most Patients Happy With German Health Care. Accessed through the link: http://www. npr.org/templates/story/story.php?storyId=91971406


[10] Bleich, SN, Özaltin, E, and Murray, CJL. How does Satisfaction with the Health-Care System Relate to Patient Experience? Bulletin of the World Health Organization 2009; 87:271-278. doi: 10.2471/BLT.07.050401.


[11] Robyn PJ, Bärnighausen T, Souares A, Savadogo G, Bicaba B, Sié A, Sauerborn R. (2013). Does Enrollment Status in Community-Based Insurance Lead to Poorer Quality of Care? Evidence from Burkina Faso. Inter J Equity Health. 2013; 12:31–2.


[12] Vialle-Valentin CE, Ross-Degnan D, Ntaganira J, Wagner AK. (2008). Medicines Coverage and Community-Based Health Insurance in Low-Income Countries. Health Res Policy Syst. 2008; 6(1):1.


[13] Lee, J & Lee, Janghyuk. (1999). The Influence of Switching Costs on Customer Retention: A Study of the Cell Phone Market in France. European Advances in Consumer Research Volume 4, 1999; pages 277-283.


[14] Badacho, AS, Tushune, K, Ejigu, Y and Berheto, TM. (2016). Household Satisfaction with a CommunityBased Health Insurance Scheme in Ethiopia. BMC Res Notes (2016) 9:424 DOI 10.1186/s13104-016-2226- 9.


[15] Devadasan N, Criel B, Damme WV, Lefevre P, Manoharan S, der Stuyft PV. (2011). Community-Based Health Insurance and Patient Satisfaction—Evidence from India. Indian J Med Res. 2011; 133(1):40–9.


[16] Hastono, S. P. Basic Data Analysis for Health Research Training. Lecture Notes Faculty of Public Health Universitas Indonesia, 2007.


[17] Catherine, M, Beryl, H, Jane, C, Lucy, G. (2007). The Role of Community-Based Organizations in Household Ability to Pay for Health Carmin Kilifi District, Kenya. Health Policy Plan. 2007; 22:381–92.