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All Journal Jurnal Jaminan Kesehatan Nasional
Arma, Sylvia
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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.
The Analysis of Factors Influencing Organizational Culture Success at Social Security Administrative Body for Health Prasetyo, Rizky Fajar; Siswandi, Siswandi; Gadistina, Welly; wibhawa, harie; Kumalasari, Anggraeny; Syahputra Gani, Muhammad Yusuf; Nugraha, M. Satria; Arma, Sylvia; Ramadhan, Aditya
Jurnal Jaminan Kesehatan Nasional Vol. 5 No. 2 (2025): Jurnal Jaminan Kesehatan Nasional
Publisher : BPJS Kesehatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53756/jjkn.v5i2.342

Abstract

Organizational culture serves as the foundation for institutional behavior and performance. Employees’ perceptions of cultural success play a critical role in ensuring the effective implementation of core values. This study aims to analyze the factors associated with perceptions of organizational culture success at BPJS Kesehatan, using the INITIATIVE framework (Integrity, Collaboration, Excellent Service, and Innovation). A quantitative approach with a descriptive-analytical survey design was employed. Data was collected from 236 respondents using validated questionnaires and analyzed through Pearson correlation and multiple linear regression. The findings indicate that leadership role modeling, contextual value internalization, and system consistency are significantly associated with perceptions of cultural success. Other variables, such as change agents, communication, and structural support, show a positive but statistically insignificant association. These results provide practical recommendations to strengthen leadership, internalize values, and align systems to sustain an effective organizational culture in public service institutions
Co-Authors Gadistina, Welly Gani, Muhammad Yusuf Syahputra kumalasari, anggraeny Mohammad Satria Nugraha Nugraha, M. Satria Nurcahyo, Chandra Ramadhan, Aditya Rizky Fajar Prasetyo, Rizky Fajar Shaqylla, Sitti Siswandi Siswandi, Siswandi syahputra gani, muhammad yusuf Wibhawa, Harie