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All Journal Scientific Journal of Reflection : Economic, Accounting, Management and Business Prosiding Seminar Nasional Sains dan Teknologi Terapan Hearty : Jurnal Kesehatan Masyarakat JURNAL SeMaRaK Jurnal Kesehatan Tambusai Indonesian Journal of Economy, Business, Entrepreneuship and Finance (IJEBEF) Amanah Mengabdi
Rachmawan, Ade
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Environmental Science Health Professions Medicine & Pharmacology Nursing Public Health Social Sciences Other

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PATIENT SATISFICATION AS CONSUMERS: A LITERATURE REVIEW ON THE DETERMINANTS OF HEALTH SERVICE QUALITY IN THE JKN ERA Wulandari, Reny Yulita; Rachmawan, Ade; Hartono, Budi; Daud, Alfani Ghutsa
HEARTY Vol 14 No 1 (2026): FEBARURI
Publisher : Fakultas Ilmu Kesehatan, Universitas Ibn Khaldun, Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/hearty.v14i1.20871

Abstract

Patient satisfaction is a key indicator in assessing the quality of healthcare services, particularly within the National Health Insurance (JKN) system, which aims to provide equitable access to healthcare for all Indonesian citizens. In the context of patients as consumers, understanding the determinants of satisfaction is crucial for improving service quality and maintaining public trust. This study is a literature review that aims to identify and analyze the factors influencing patient satisfaction based on findings from eleven relevant scientific articles. The method used is a literature review with a descriptive-qualitative approach. The review shows that service quality dimensions such as responsiveness, assurance, and empathy consistently have a significant influence on patient satisfaction. Additionally, factors such as perceived service equality between BPJS and non-BPJS patients, institutional image, and prior service experiences also affect satisfaction levels. These findings indicate that patient satisfaction is not only determined by technical aspects of service but also by relational aspects and perceptions of fairness. Therefore, improving service quality oriented towards patients' needs and expectations is essential to support the successful implementation of JKN sustainably.
Co-Authors Abdelrazig, Omnia Amir Osman Alridjal, Rifqi Anggraini, ninik Budi Hartono Daud, Alfani Ghutsa Dede Abdurohman, Dede Juanda, Angga Muharom, Syahri Munarsih, Munarsih Nuraldy, Hafis Laksmana Pratama, Guruh Dwi Supriyatna , Wawan Supriyatna, Wawan Susanto, Noto Wulandari, Reny Yulita Zakaria , Zakaria Zakaria Zakaria