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All Journal International Journal of Health Science
Rebeca Stevany Putri Patricia Hutajulu
Sekolah Tinggi Ilmu Kesehatan RS Husada
Health Professions Public Health Social Sciences

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Overview of the Quality of Service for Participants Using the Health Social Security Administering Body and Non-Health Social Security User Body at Hospital X Rebeca Stevany Putri Patricia Hutajulu; Ria Efkelin; Hardin La Ramba
International Journal Of Health Science Vol. 5 No. 3 (2025): November : International Journal of Health
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/ijhs.v5i3.6156

Abstract

The quality of healthcare services is a crucial factor in determining patient satisfaction, particularly in the context of the implementation of the National Health Insurance (JKN) through the BPJS Health (Social Security Agency for Health). This study aims to describe the differences in healthcare service quality between BPJS and non-BPJS patients at Hospital X. Using a descriptive qualitative approach with SERVQUAL theory, data were collected through in-depth interviews and direct observation of the administrative service process. The results indicate a gap in service delivery, particularly in the dimensions of responsiveness and empathy. Non-BPJS patients tend to receive faster, friendlier, and more personalized service, while BPJS patients experience longer waiting times and less empathetic interactions with staff. These findings indicate that services at Hospital X do not fully reflect the principles of justice and equality. Improvements to the service system and staff competency are necessary to enhance the quality of care for all patients, regardless of insurance status.
Co-Authors Hardin La Ramba Mose, Ria Efkelin