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All Journal Jurnal Bina Praja JMM (Jurnal Masyarakat Mandiri) Jurnal Public Policy Journal of Sustainable Tourism and Entrepreneurship Annals of Management and Organization Research International Journal of Environmental, Sustainability, and Social Science Journal of Tourism Economics and Policy Journal of Social Research Jurnal Pengabdian Inovasi dan Teknologi Kepada Masyarakat Annals of Human Resource Management Research Journal of Governance and Accountability Studies Journal of Social Interactions and Humanities (JSIH) Journal of Governance, Taxation, and Auditing Innovative: Journal Of Social Science Research GLORY Jurnal Ekonomi dan Ilmu Sosial Integration: Journal Of Social Sciences And Culture Kybernology : Jurnal Ilmu Pemerintahan Dan Administrasi Publik
Hendrik Toda, Hendrik
Lecturer of Nusa Cendana University (Student of Doctoral Public Administration Science – Padjadjaran University)
Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Public Health Social Sciences Other

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Journal : Annals of Human Resource Management Research

 1 
Impact of human resources and organizational characteristics on public service standards for BPJS Health patients in Kupang City Seno, Yohanes Ariyanto; Adu, Apris; Lino, Maria Magdalena; Toda, Hendrik
Annals of Human Resource Management Research Vol. 5 No. 4 (2025): December
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ahrmr.v5i4.3322

Abstract

Purpose: This study aims to analyze the impact of human resources and organizational characteristics on the implementation of public service standards for BPJS Health patients at Prof. Dr. W.Z. Johannes General Hospital and Siloam Hospital in Kupang City. BPJS Health is Indonesia's national health insurance program, which provides universal health coverage to its citizens. Research Methodology: The research employs a mixed-methods approach, combining quantitative surveys with BPJS Health patients and qualitative interviews with hospital management and staff. Data were analyzed using statistical methods to compare service standards between the two hospitals and thematic analysis to explore underlying organizational factors. Results: The study identifies significant disparities in the application of public service standards between the two hospitals, influenced by differences in human resource competencies, organizational culture, and management practices. Key findings highlight challenges in service efficiency, patient satisfaction, and adherence to regulatory requirements. Conclusions: The research concludes that human resource quality and organizational characteristics critically shape the delivery of public health services. Strengthening competencies, improving management systems, and fostering a patient-centered culture are essential for enhancing service standards. Limitations: The study focuses on two hospitals in Kupang City Prof. Dr. W.Z. Johannes General Hospital and Siloam Hospital to compare public and private healthcare settings. However, limiting the sample to two institutions and relying on self-reported patient data may reduce generalizability and introduce potential bias. Contribution: This study contributes to public health management by emphasizing the role of human resources and organizational dynamics in achieving equitable and high-quality healthcare services. The findings offer actionable insights for policymakers and hospital administrators to optimize BPJS Health service delivery.
Impact of human resources and organizational characteristics on public service standards for BPJS Health patients in Kupang City Seno, Yohanes Ariyanto; Adu, Apris; Lino, Maria Magdalena; Toda, Hendrik
Annals of Human Resource Management Research Vol. 5 No. 4 (2025): December
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/ahrmr.v5i4.3322

Abstract

Purpose: This study aims to analyze the impact of human resources and organizational characteristics on the implementation of public service standards for BPJS Health patients at Prof. Dr. W.Z. Johannes General Hospital and Siloam Hospital in Kupang City. BPJS Health is Indonesia's national health insurance program, which provides universal health coverage to its citizens. Research Methodology: The research employs a mixed-methods approach, combining quantitative surveys with BPJS Health patients and qualitative interviews with hospital management and staff. Data were analyzed using statistical methods to compare service standards between the two hospitals and thematic analysis to explore underlying organizational factors. Results: The study identifies significant disparities in the application of public service standards between the two hospitals, influenced by differences in human resource competencies, organizational culture, and management practices. Key findings highlight challenges in service efficiency, patient satisfaction, and adherence to regulatory requirements. Conclusions: The research concludes that human resource quality and organizational characteristics critically shape the delivery of public health services. Strengthening competencies, improving management systems, and fostering a patient-centered culture are essential for enhancing service standards. Limitations: The study focuses on two hospitals in Kupang City Prof. Dr. W.Z. Johannes General Hospital and Siloam Hospital to compare public and private healthcare settings. However, limiting the sample to two institutions and relying on self-reported patient data may reduce generalizability and introduce potential bias. Contribution: This study contributes to public health management by emphasizing the role of human resources and organizational dynamics in achieving equitable and high-quality healthcare services. The findings offer actionable insights for policymakers and hospital administrators to optimize BPJS Health service delivery.
Co-Authors ADOE, Eurike F D ADOE, Yefry Cornianto Adu, Apris Alfandy Florian Manuain Alfred Omri Ena Mau AMARAL, Mariano Pinto BANUNAEK, Fanderio Rafael Belandina L Long BELO, Odete Bere, Melkianus Y Bessie, Yultriani W. Danting, Maria Deonensia Melisitta David B.W. Pandie Djaha, Ajis Salim Adang Dra , Abdul Salam Saputra Fanggidae, Apriana H.J. FANGGITASIK, Chindy Hesty Haekase, Yopy E. I Putu Yoga Bumi Pradana IBIRUNI, William Febrianus Umbu KARIMOY, Marlen Yollanda KOAMESA, Jemy lake, Primus LAU, Yoanita Vianney Lay, Marthina Raga LINO, Maria M LINO, Maria M. LINO, Maria Magadalena Lino, Maria Magdalena Made Ngurah Demi Andayana Maikameng, Ade Sjan Mariayani Oktafiana Rene MESSAKH, Hendrikhsan A.B. N.B.C. Neolaka, Melkisedek Nadia Sasmita Wijayanti Neno, Melania Adelin NEOLAKA, Melkiesedek. N. B. C. Neolaka, Melkisedek N.B.C Neolaka, Melkisedek N.B.C. Nifu, Yabes I. NIGA, Jacoba D NIGA, Jacoba Daud Nursalam Nursalam Nursalam Olin, Yohanes K. Pah, Theny I.B.Kurniati PENI, Andreas A. Petrus Kase Pradana, I Putu Yoga B. Rene, Mariayani O. Rihi, David W. Rihi, David Wilfrid Rijoly, Jacobus Cliff Diky Rouwland Benyamin SALEM, Fransiskus Da Sores Sayrani, Laurensius P. Seger, Marini Sari Dewi Seno, Yohanes Ariyanto Seran, Delila A. Nahak Seran, Marisa S B Silva, Leonio Maria Da Tafui, Yoyada D. Takain, Brenadiva Rywanda Taosu, Richel Theny Intan Berlian Kurniati Pah Tresa Rosari, Arcangela Giriany Tuthaes, Lidya Carolina Umbu Eda, Roynaldo Oktorian Wadu, Jacob WILFRIDA, Sia William Djani