Analysis of Perception Differences of Patient Satisfaction with Catastrophic Disease on Hospital Service Before and After BPJS

Abstract

Abstract: Social Security Administrative Body for Health (Badan Penyelenggara Jaminan Sosial [BPJS] Kesehatan) is a public legal entity which organizes Indonesian National Insurance System since 2014. The aim of this study was to analyze the differences of customer satisfaction pertaining Catastrophic Diseases based on Parasuraman theory, before and after implementation of BPJS Kesehatan in the City of Surabaya. This study used Cross Sectional method with 92 respondents as sample who selected using purposive random sampling. We used valid and reliable questionnaires based on the gap value differences between performance and expectations. Of five dimensions of quality of service, reliability, assurance, tangible, and responsiveness had increased point after BPJS Kesehatan implemented. Only item of empathy had decreased number. Our statistical analysis resulted significant differences of customers’ satisfaction before and after the implementation of BPJS Kesehatan in City of Surabaya (p = 0.000).