Does JKN Member’s Satisfaction on Healthcare Services Correlate with Sustainability of Premium Payment? Evidence from the Behavior of Self-Enrolled Member in Greater Jakarta Area
Abstract
Since starting on 2014, there is a tendency of JKN’s (Jaminan Kesehatan Nasional/National Health Insurance) self-enrolled members to pay the insurance premium irregularly. Marketing research results confirm that customer satisfaction is one of the essential indicators for a successful service delivery that lead to repeat buying behavior. This study aimed to identify the relationship between JKN self-enrolled member’s satisfaction on healthcare services and their behavior of paying the premium. This cross-sectional study surveyed 196 of JKN’s self-enrolled member in greater Jakarta area ( Jabodetabek) using stratified random sampling. We applied a chi-square test for analyzing whether there was a relationship between the respondent’s perception of healthcare satisfaction and behavior of routine and non-routine premium payment. This study found that there was a different behavior of premium payment between those reported satisfied and non-satisfied to healthcare services. Around 79.7% of self-enrolled members in Jabodetabek who were reported satisfied with the primary
healthcare paid the premium regularly, while among non-satisfied members, there were only 58.3% members paid the premium regularly. Another result showed that around 81.1% members who were reported satisfied to the hospital utilization paid the premium regularly. In contrast, non-satisfied members to the hospital services, there were 69.6% members paid the premium regularly. Our Chi-square tests confirmed that there were significant relationships between healthcare satisfaction and premium payment behavior. A significant correlation between the member satisfaction to healthcare services and the premium payment indicated that BJPS Kesehatan in collaboration with healthcare providers both primary care and the hospital should improve their service delivery in order to encourage JKN’s self-enrolled member to pay premium regularly.
Keywords: National Health Insurance, Jabodetabek, self-enrolled members, healthcare satisfaction, premium payment
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