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All Journal Jurnal Ilmu Informasi Perpustakaan dan Kearsipan JURNAL KOLABORASI JIPI (Jurnal Ilmu Perpustakaan dan Informasi) Jurnal Manajemen Pelayanan Publik Jurnal Ilmu Administrasi Publik (JIAP) JCES (Journal of Character Education Society) Dinamika : Jurnal Ilmiah Ilmu Administrasi Negara Public Inspiration : Jurnal Administrasi Publik Jurdimas (Jurnal Pengabdian Kepada Masyarakat) Royal Jurnal Ilmiah Mandala Education (JIME) JISIP: Jurnal Ilmu Sosial dan Pendidikan Reformasi : Jurnal Ilmiah Ilmu Sosial dan Ilmu Politik Transparansi Jurnal Ilmiah Ilmu Administrasi Jurnal Ilmiah Tata Sejuta STIA Mataram Jurnal Paradigma Jurnal Pengabdian kepada Masyarakat Nusantara Journal of Contemporary Governance and Public Policy Jurnal Pemerintahan dan Keamanan Publik (JP dan KP) Jurnal Ranah Publik Indonesia Kontemporer (Rapik) Madiun Spoor : Jurnal Pengabdian Masyarakat Jurnal of Applied Business and Banking (JABB) TRANSFORMASI : JURNAL PENGABDIAN PADA MASYARAKAT SIMBOL : Jurnal Administrasi Publik dan Pemerintahan Dedikasi: Jurnal Pengabdian Kepada Masyarakat Cakrawala: Jurnal Pengabdian Masyarakat Global Jurnal Pengabdian Kolaborasi dan Inovasi IPTEKS Jurnal Pendidikan dan Pengabdian Masyarakat Jurnal Pengabdian West Science Jurnal Pengabdian Masyarakat Bangsa Abdimas Mandalika Jurnal Pengabdian Sosial JP-Publik Jurnal Pengabdian Kepada Masyarakat Jurnal Administrasi Manajemen Sumber Daya Manusia dan Ilmu Sosial (JAEIS)
Rahmad Hidayat
Prodi Administrasi Publik, Universitas Muhammadiyah Mataram, Indonesia
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Nursing Physics Public Health Social Sciences Transportation Other

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Journal : Journal of Contemporary Governance and Public Policy

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Universal Health Coverage and Hospital Service Satisfaction in Socio-Economically Vulnerable Tourism Areas Agustina, Nurillah; Hidayat, Rahmad; Dermawan, Ariy; Hadi, Ayatullah
Journal of Contemporary Governance and Public Policy Vol. 6 No. 2 (2025): (October 2025)
Publisher : Pusat Penelitian Ilmu Sosial dan Humaniora Kontemporer, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46507/jcgpp.v6i2.705

Abstract

This study examines the implementation of Universal Health Coverage (UHC) at the Mataram City General Hospital—a referral facility situated in a socio-economically vulnerable, tourism-dependent area of West Nusa Tenggara, Indonesia. Service quality is assessed across three dimensions: (1) administrative service quality, (2) accessibility of health services, and (3) clinical service quality, framed against the challenges of achieving SDG 3 (Good Health and Well-Being), SDG 1 (No Poverty), and SDG 10 (Reduced Inequalities). Using a descriptive qualitative design, we conducted interviews, observations, and document analysis, and coded the data in NVivo 12 Plus. Findings indicate that administrative processes have improved in clarity, speed, and ease of registration; however, responsiveness and lengthy waiting times persist. Digital platforms have enhanced access, yet geographical barriers and a digital divide continue to constrain equity. Overall clinical quality is satisfactory but limited by insufficient empathy and suboptimal communication from health workers. The study contributes empirically by showing how systemic constraints—uneven resource allocation, workforce shortages, and infrastructure deficits—undermine UHC objectives in vulnerable, tourism-reliant settings. Policy implications include the need for area-based planning, stronger inter-agency coordination, and context-sensitive innovation to deliver more equitable and inclusive services across West Nusa Tenggara.
Co-Authors )Tekla Rensiana Toyo -, Mintasrihardi - Abdul Sakban Abdurahman Abdurrahman Adawiah, Radiatul Adi Sucipto, Adi Adiman Fariadin Adriana Wahyuningsi Afriansyah, Indra Afrina, Cut agonda joman, Angelina desiyanti Agus Suryono Agustiani, Amelia Agustina, Nurillah Ainul Husna Al Ma’ruf Al Ma’ruf Ali, Ahmad Syarif Alinda dewi trisnawati Amelia Agustiani Amil Amil Andani, Mira Apriani, Reza Aprianingrum, Rahayu Ardyawin, Iwin Asfarony Hendra Nazwin Ashari, Widia Karisma Astuti, Puja Aulia Fitria Sari Azhary, Ali Badi'ah, Novita Riadhul Baiq Reinelda Tri Yunarni Baiq Reinelda Tri Yunarni Berliani, Ketty Burhan, M. Rahmatul Cahyani, Anindia Rizkila Candra Candra Denda Nova Adrianti Dermawan S, M Ary Dermawan S, M.Ariy Dermawan, Ariy Dermawan, M. Ariy Dermawan, muhammad Ariy diana, nurli Dini Andriani Dita Fitriani Emil Tazahroq Eni Astuti H. M. Nur Erlin Erlin Erma Suryani Famira Oktaoufy Farfan, M Fatmawati Fatmawati Fatmawati Fatmawati Febriansyah, Krisna Fikri Haikal Fitri, Nahsanil Fitri, Sri Lela Gunawan, Endry Hadi, Ayatullah Harna, Safira Dwi Hartiani, Dina Hendra Nazwin, Asfarony Hidayatullah Hidayatullah Hidayatullah Hidayatullah Humaya, Siti Ida Royani Ida Yatun Palakyah Ilham Ilham Ilham Zitri Ima Ferbiyanti Inka Nusamuda Pratama Inong Febrianti Irma Setiawan, Irma Iskandar Iskandar Isnaini Isnaini Iwan Tanjung Sutarna Iwin Ardyawin Jumiati Jumiati Junniat Junniat Karlina, Inang Khaikal, M Fikri Kurniasi, Ayu Kusuma, Lia laelatun Nisa Lalu Nanang Alwi Lalu Ramdan Hadi Lina, Resi Nopa Lisa Andriani Lova Hadi reksa Lusiana Herawati M al-khusaini, M al-khusaini M Awaluddin M Taufik Rachman M. Awaluddin M. Rahmatul Burhan M. Rosihan M. Ulfatul Akbar Jafar Mahsar Mahsar Mardiah Mardiah Mardiah Mardiah Maulidiyan Firdaus Mintasrihardi Mintasrihardi Mintasrihardi, Mintasrihardi Muhammad Afzal Muhammad Ali Muhammad Aprian Jailani Muhammad Ariy Dermawan Muhammad Ariy Dermawan Muhammad Raehan Muliani Muliani, Muliani Mursalim Mursalim Mustamin H Idris Mustamin H. Idris mustamin mustamin Mustamin Mustamin Nafillah Nafillah Nafillah, Nafillah Nazwin, Asfaroni Hendra Nazwin, Asfarony Hendra Nugraha, Maulina Garim Nur Fadillah, Nur Nuraeni Nuraeni Nurfitrianingsih, Nurfitrianingsih NURHASANAH SANAH Nurhayu Nurhayu Nurlidiana, Nurlidiana Nurmaya Nurmaya Nurul Istiqomah Nurul Rahmania Nurwelis, Nurwelis Palahuddin Palakyah, Ida Yatun Pratama, Inka Nusamuda Putri Handayani Putri Indah Lestari Putri, Eka Dania Rahcman, M. Taufik Rahma Indriani Rahmadani Rahmadani Rahman, Nanang Rahmi, Siti Atika Ramadhan, Rafly Naufal Rifaid Rifaid Rifaid, Rifaid rihardi, Mintas Rizaldi, Wandi Rosmini Rosmini RR. Ella Evrita Hestiandari S, M. Ariy Dermawan Sabrina, Nadia Saddam Saddam Salmin Dengo Salmin Salmin salmin salmin salsabila, elvira hilwa Samsul Hadi Saputri, Wahyu Selva Selva Selva, Selva Siti Atika Rahm Soniati Sri Atiah Ningsih Suci Arliani Sudarta Sudarta Suheldi, Rizki Sulfardin Sulfardin Supriyatnak, Kokom Susi Helmalia Tina Tunnisa Trisnawati, Alinda Dewi Ulandari, Ilna Utama, Putri Nurbaiti Venia, Paula Vitra, Diana WAHYUDI, DIKI Wandi Rizaldi Widya Adi Prasetyo Widyastuti, Tri Utami Yanti Yanti yogi alfian Yudhi Lestanata Zedi Muttaqin