Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Madani: Multidisciplinary Scientific Journal
Adinda Syafitri
Program Studi Ilmu Administrasi Negara, Fakultas Ilmu Sosial, Universitas Negeri Padang
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Physics Public Health Social Sciences Other

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Healthcare Service Quality Between BPJS and Non-BPJS Patients as a Challenge to Equity in Public Services at Government Hospitals Adinda Syafitri; Aisyah Miftahul Jannah; Shelma Nayla Fitri; Shalsa Olivia; Yulia Hanoselina; Yuliarti Y
Madani: Jurnal Ilmiah Multidisiplin Vol 4, No 5 (2026): June 2026
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.20783562

Abstract

Health services, as part of public services, are the state's responsibility to ensure the fulfillment of citizens' basic rights through the BPJS Kesehatan program to realize equitable and just access to health care. However, in practice in government hospitals, there is still a perception of differences in service quality between BPJS and non-BPJS patients, particularly in waiting times, administrative procedures, and the attitudes of health workers. This study aims to examine the gap in health service quality based on the SERVQUAL theory, which includes tangibles, reliability, responsiveness, assurance, and empathy, and examine its implications for the principle of public service fairness. The approach used in this study is qualitative with a literature study method, where data is collected from various sources such as scientific journals, books, scientific articles, and documents related to health services. The results of the study indicate that although service standards normatively do not differentiate between types of participants, in implementation, service disparities are still found that have the potential to hinder distributive justice and equal access to health services. Therefore, strategic steps are needed in the form of strengthening oversight mechanisms, increasing human resource capacity, and commitment to the principles of good governance to realize equitable and non-discriminatory health services.
Co-Authors Aisyah Miftahul Jannah Shalsa Olivia Shelma Nayla Fitri Yulia Hanoselina Yuliarti Y