Customer Gap Pelayanan BPJSKesehatan Center
After almost 2 years implementation of National Health Insurance (JKN) held by Health Social Insurance Organizing Board (BPJS Kesehatan), many evaluation needs to be done. One of them is BPJS Kesehatan Center located in hospital that provide direct service for patients who referred by the First Level Health Care (FKTP). This studyaim to analyzecustomer gap betweenexpected serviceand perceived service patientsinBPJS Kesehatan CenterRSALdr. RamelanSurabaya. This is an observasional study and cross sectional analytic design. Sample were in equal to 95 people and collected by systematic random sampling. Samples were outpatients who ever used BPJS Kesehatan Center service in RSAL dr. Ramelan Surabaya. Data were collected by questionnaires and calculated by Customer Gap to identify the differences between expected service and perceived service. Data were processed by Wilcoxon Sign Rank Test (α = 0,05). The results showedmost respondentshadvery high expectationsandreceived quite good services. Wilcoxon SignRankTestshowedthere is a differencebetweenthe expected service and perceived service (p = 0,000). This studyconcluded that customer gap in all aspects of BPJS Kesehatan Center service, such as competency, responsiveness, assurance, empathy, communication, caring, dan physical environment. Negative result indicates that expectedservice (ES) is greater than theperceived service(PS). Respondentsare not satisfiedwith the overallperceived serviceatBPJS Kesehatan Center.Keywords : BPJS Kesehatan Center, customer gap, expected service, perceived service
Amriyati. (2003). Kinerja Perawat Ditinjau dari Lingkungan Kerja dan Karakteristik Individu. Jurnal Manajemen Pelayanan Kesehatan. Vol 6 No 1.
Batara, Ateep Adya. (2002). Dasar-dasar Pelayanan Prima.Jakarta, PT Elex Media Komputindo.
Gaspersz, Vincent. (2003). Lean Six Sigma for Manufacturing and Service Industries. Jakarta, Gramedia Pustaka Utama.
Handini, Indira Probo. (2015). Analisis Faktor yang Berhubungan dengan Pelayanan yang Diharapkan (Expected Service) dan Pelayanan yang Diterima (Perceived Service) Pasien Studi di BPJS Kesehatan Center RSAL dr. Ramelan Surabaya. Skripsi. Universitas Airlangga Surabaya.
Kurniasari, Sisilia Rindi. (2015). Analisis Perbedaan Tingkat Kepuasan antara Pasien Rawat Inap Peserta BPJS Non PBI dan Pasien Umum Terhadap Mutu Pelayanan di RSUD Ambarawa.Thesis. Universitas Diponegoro Semarang.
Kotler & Keller. (2008). Manajemen Pemasaran edisi 12 jilid 1. New Jersey, Prentice Hall
Lovelock, C.H., & Wright, L.K. (2002). Principles of Service Marketing and Management. Second Edition. New Jersey, Prentice Hall.
Rahmayanty, Nina. (2010). Manajemen Pelayanan Prima dan Membangun Customer Loyalty. Yogyakarta, Graha Ilmu.
Rizkiyanto. (2014). Mutu pelayanan keperawatan pada pasien BPJS PBI dan Umum di Ruang Rawat Inap Kelas III RSD dr.Soebandi Jember. Skripsi. Universitas Muhammadiyah Jember.
Siagian. (2004). Penelitian Operasional dan Praktek. Jakarta, Universitas Indonesia Press.
Sudarma, Momon. (2008). Sosiologi untuk Kesehatan. Jakarta, Penerbit Salemba Medika.
Yanuaria, Myrra., & Wulandari, R.D. (2013). Penyusunan Upaya Peningkatan Pelayanan Antenatal Care berdasarkan Voice of Customer. JurnalAdministrasi Kesehatan Indonesia. Vol 1 No 1. pp 66-74.
Zeithaml, Valerie A., Parasuraman A., & Berry, Leonard. (2000). Delivering Quality Service: Balancing Customer Perception and Expectation. New York, The Free Press.
1. As an author you (or your employer or institution) may do the following:
- make copies (print or electronic) of the article for your own personal use, including for your own classroom teaching use;
- make copies and distribute such copies (including through e-mail) of the article to research colleagues, for the personal use by such colleagues (but not commercially or systematically, e.g. via an e-mail list or list server);
- present the article at a meeting or conference and to distribute copies of the article to the delegates attending such meeting;
- for your employer, if the article is a ‘work for hire’, made within the scope of your employment, your employer may use all or part of the information in the article for other intra-company use (e.g. training);
- retain patent and trademark rights and rights to any process, procedure, or article of manufacture described in the article;
- include the article in full or in part in a thesis or dissertation (provided that this is not to be published commercially);
- use the article or any part thereof in a printed compilation of your works, such as collected writings or lecture notes (subsequent to publication of the article in the journal); and prepare other derivative works, to extend the article into book-length form, or to otherwise re-use portions or excerpts in other works, with full acknowledgement of its original publication in the journal;
- may reproduce or authorize others to reproduce the article, material extracted from the article, or derivative works for the author’s personal use or for company use, provided that the source and the copyright notice are indicated.
All copies, print or electronic, or other use of the paper or article must include the appropriate bibliographic citation for the article’s publication in the journal.
2. Requests from third parties
Although authors are permitted to re-use all or portions of the article in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
3. Author Online Use
- Personal Servers. Authors and/or their employers shall have the right to post the accepted version of articles pre-print version of the article, or revised personal version of the final text of the article (to reflect changes made in the peer review and editing process) on their own personal servers or the servers of their institutions or employers without permission from JAKI;
- Classroom or Internal Training Use. An author is expressly permitted to post any portion of the accepted version of his/her own articles on the author’s personal web site or the servers of the author’s institution or company in connection with the author’s teaching, training, or work responsibilities, provided that the appropriate copyright, credit, and reuse notices appear prominently with the posted material. Examples of permitted uses are lecture materials, course packs, e-reserves, conference presentations, or in-house training courses;