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All Journal Jurnal Jaminan Kesehatan Nasional
kumalasari, anggraeny
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Decision Sciences, Operations Research & Management Dentistry Health Professions Medicine & Pharmacology Public Health

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Effectiveness of BPJS Kesehatan Service Quality Transformation Implementation Prasetyo, Rizky Fajar; Nurcahyo, Chandra; Wibhawa, Harie; Kumalasari, Anggraeny; Gadistina, Welly; Nugraha, Mohammad Satria; Arma, Sylvia; Gani, Muhammad Yusuf Syahputra
Jurnal Jaminan Kesehatan Nasional Vol. 5 No. 1 (2025): Jurnal Jaminan Kesehatan Nasional
Publisher : BPJS Kesehatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53756/jjkn.v5i1.309

Abstract

BPJS Kesehatan has implemented Service Quality Transformation to enhance service accessibility, speed, and equity for National Health Insurance (JKN) participants. This transformation represents a collaborative effort between BPJS Kesehatan and the broader JKN ecosystem, including the Ministry of Health, Health Professional Associations, and Central and Regional Governments, primarily focusing on JKN participant satisfaction. This research aimed to evaluate the effectiveness level of service quality transformation implementation conducted by BPJS Kesehatan. The study employed quantitative methodology. The research used a population of 10.198 BPJS Kesehatan employees, 244 billion JKN participants, and 7.562 stakeholders (Central and Regional Governments, Professional Associations, and Healthcare Facilities). The analysis of service quality transformation implementation effectiveness encompassed two principal indicators: process indicators and impact/outcome indicators. Survey results indicated that the Service Quality Transformation Process Index achieved 87.40%, while the Service Quality Transformation Impact Index on customer perception reached 90.88%. Additionally, the impact of transformation implementation (TML) on Service Performance was measured at 1.94. This research generated recommendations for continuous improvement in service quality implementation, emphasizing the necessity for ongoing training and enhanced collaboration with stakeholders. These findings are expected to contribute significantly to developing health service policies and practices in Indonesia.
Employee Engagement, Satisfaction, and Commitment among BPJS Kesehatan Employees in 2024: A Quantitative Study Prasetyo, Rizky Fajar; Wibhawa, Harie; Nurcahyo, Chandra; Kumalasari, Anggraeny; Gadistina, Welly; Syahputra Gani, Muhammad Yusuf; Arma, Sylvia; Nugraha, Mohammad Satria; Ramadhan, Aditya; Shaqylla, Sitti
Jurnal Jaminan Kesehatan Nasional Vol. 5 No. 1 (2025): Jurnal Jaminan Kesehatan Nasional
Publisher : BPJS Kesehatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53756/jjkn.v5i1.314

Abstract

This study analyzes employee engagement, satisfaction, and commitment among BPJS Kesehatan employees through an employee opinion survey in 2024. The survey conducted at BPJS Kesehatan showed positive results in several aspects but also identified areas that require attention. The Employee Engagement Index (EEI) reached 86.88%, indicating a high level of engagement, particularly among managerial positions. The Employee Satisfaction Index (ESI) also reached 87.77%, reflecting a very positive work environment for most employees. However, the survey found that 28.8% of employees experienced dissatisfaction, with excessive workload, policy changes, and organizational structural adjustments as the primary causes. Meanwhile, the Employee Commitment Index (ECI) reached 90.88%, showing strong commitment to the organization. This study emphasizes the importance of addressing employee welfare and recognition issues to significantly improve job satisfaction, especially in entry-level and mid-level positions. The survey reflects positive sentiment among BPJS Kesehatan employees regarding engagement, satisfaction, and commitment. However, it also highlights critical areas that need improvement to address dissatisfaction and enhance job readiness. By focusing on these areas, BPJS Kesehatan is expected to improve the overall work experience and productivity and create a more supportive work environment for all employees.
Co-Authors Arma, Sylvia Gadistina, Welly Gani, Muhammad Yusuf Syahputra Mohammad Satria Nugraha Nurcahyo, Chandra Ramadhan, Aditya Rizky Fajar Prasetyo, Rizky Fajar Shaqylla, Sitti syahputra gani, muhammad yusuf Wibhawa, Harie