CUSTOMER SATISFACTION INDEX OF PARTICIPANTS INDONESIAN NATIONAL HEALTH INSURANCE PROGRAM IN 2024
DOI:
https://doi.org/10.31004/prepotif.v9i3.50260Keywords:
Participant Satisfaction Index, JKN Program, BPJS KesehatanAbstract
Survei kepuasan peserta Jaminan Kesehatan Nasional (JKN) merupakan langkah strategis untuk memetakan kepuasan peserta JKN terhadap layanan kantor cabang, fasilitas kesehatan, dan media daring. Hasil survei berupa indeks kepuasan dan prioritas perbaikan bagi 11 kontak layanan pada kelompok peserta dan 5 kontak layanan badan usaha, yang kemudian ditindaklanjuti oleh masing-masing unit kerja terkait. Pada tahun 2024, program survei kepuasan JKN menjangkau 12 deputi daerah, 76 kantor cabang, dan 38 provinsi dengan total responden sebanyak 11.494 orang yang terdiri dari 8.346 peserta dan 3.148 badan usaha. Survei kepuasan peserta dilakukan dengan metode exit poll dari pengguna layanan di kantor dan fasilitas kesehatan BPJS Kesehatan, sedangkan responden badan usaha menggunakan metode non-exit poll, yaitu responden dipilih secara acak dari daftar yang disediakan oleh kantor cabang lokus survei. Hasil survei kemudian dikelompokkan ke dalam indeks nasional, per jenis peserta, per deputi daerah, dan per provinsi. Indeks kepuasan peserta JKN nasional apabila diukur menggunakan skor rata-rata meningkat 0,2 poin menjadi 97,7, sedangkan dengan menggunakan Top Two Boxes meningkat 1,4 poin menjadi 92,1.References
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Copyright (c) 2025 Erfan Nugraha, Donni Hendrawan, Arif Budiman, I Gusti Ayu Mirah Sutrisni, Hateyaningsih Hateyaningsih, Rahim Irham, Ayunda Oktavia
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