e-ISSN 2598-3849       print ISSN 2527-8878

Vol 2, No 1 (2017)

Determinan Harapan Peserta Jaminan Kesehatan Nasional Terhadap Layanan Di Klinik Pratama Kota Depok Periode Mei Tahun 2016

Baiq Qurrata Aini, Rita Damayanti

Abstract


 Abstrak

Hasil survei kepuasan peserta Jaminan Kesehatan Nasional (JKN) terhadap pelayanan klinik yang dilakukan pada tahun 2014 mencapai sekitar 80% dan melampaui target Road Map Menuju Jaminan Kesehatan Nasional. Namun, masih banyak keluhan yang disampaikan peserta JKN seperti pada laporan YLKI, situs resmi Kemenpan, dan lain-lain. Penelitian ini bertujuan untuk mendapatkan informasi mengenai determinan harapan peserta BPJS Kesehatan terhadap layanan di Klinik Pratama Kota Depok Periode Mei Tahun 2016. Penelitian ini mengkombinasikan antara penelitian kualitatif dengan penelitian kuantitatif. Desain penelitian ini adalah sequential exploratory yang diawali dengan penelitian kualitatif dan dilanjutkan dengan penelitian kuantitatif. Dari hasil analisis data didapatkan bahwa ada hubungan antara pendidikan (nilai p= 0,02), personal needs (nilai p= 0,01), word-of-mouth (nilai p = 0,001), dan past experience (nilai p = 0,001) dengan tingkat harapan peserta BPJS terhadap layanan di klinik pratama Kota Depok periode Mei tahun 2016. Faktor yang paling dominan mempengaruhi tingkat harapan peserta BPJS terhadap layanan di klinik pratama Kota Depok periode Mei tahun 2016 adalah personal needs(r =0,919).

Abstract

The score of JKN member’s satisfaction in primary clinic in 2014 reached as high as 80%, which means that it achieved the target of Jaminan Kesehatan Nasional’s (JKN) Road Map. However, there were still many complaints coming from the BPJS customer as shown in YLKI report and in Kemenpan official website regarding unfulfillment of their expectations. This study aimed to ob­tain information about the determinant of member’s expectation to the service of primary clinic in Depok (May 2016). This study combined qualitative and quantitative study by sequential exploratory, which was started by qualitative study to explore the phe­nomena and then followed by quantitative design. The number of participants in the qualitative and quantitative study were 12 and 203, respectively. The result showed that there were no correlation between gender, age, and occupation with the level of their expectation. On the other hand, there were correlation observed between the level of education, personal need, word-of-mouth, and past experience with the level of their expectation. The most dominant factor that influences the level of respondent’s expectation was personal need, which means that the higher respondent frequency to visit primary clinic to get treatment when sick, the higher the level of respondent expectation.


Keywords


JKN member’s expectation; personal need; past experience; words-of-mouth

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DOI: 10.7454/eki.v2i1.1952

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