The Linking Education and Knowledge on BPJS Participant Collectibility and Satisfaction: A Structural Equation Modeling Analysis
DOI:
https://doi.org/10.51574/ijrer.v3i4.2377Keywords:
Collectibility, Education, Satisfaction, Service Quality, Structural Equation ModelingAbstract
This study aims to investigate the relationship between education and health knowledge, specifically in terms of service quality and premium amount, in the context of BPJS health in Makassar, using participant satisfaction as a mediating variable. This study employs a quantitative methodology, utilizing structural equation modeling (SEM) based on Smart-PLS. We collected data by administering questionnaires to 100 BPJS Kesehatan participants. We collected data by distributing online questionnaires through the Google Forms platform to participants who satisfied the research criteria. We conducted inferential statistical analysis using structural equation modeling (SEM) with the assistance of Smart-PLS analysis software. The results of the study indicate that there is a relationship between the education and knowledge of BPJS participants and their utilization of health services. Service quality has a significant effect on the level of collectibility and participant satisfaction. Higher service quality, such as efficiency, responsiveness, and professionalism, increases participant satisfaction, which in turn increases payment compliance. In addition, although the premium amount does not directly affect the level of collectibility, it significantly affects participant satisfaction. Perceived fair or affordable premiums enhance satisfaction, thereby mediating the influence on collectibility.
References
Abdel Fattah, F. A. M., Dahleez, K. A., Darwazeh, R. N., & Al Alawi, A. M. M. (2021). Influence of service quality on consumer loyalty: a mediation analysis of health insurance. The TQM Journal, 33(8), 1787-1805.
Aburayya, A., Marzouqi, A., Alawadhi, D., Abdouli, F., & Taryam, M. (2020). An empirical investigation of the effect of employees’ customer orientation on customer loyalty through the mediating role of customer satisfaction and service quality. Management Science Letters, 10(10), 2147-2158.
Arkorful, V. E., Lugu, B. K., Hammond, A., Basiru, I., Afriyie, F. A., & Mohajan, B. (2021). Examining quality, value, satisfaction and trust dimensions: An empirical lens to understand health insurance systems actual usage. Public Organization Review, 1-19.
Barth, M., & Michelsen, G. (2013). Learning for change: an educational contribution to sustainability science. Sustainability science, 8, 103-119.
Becker, J. M., Cheah, J. H., Gholamzade, R., Ringle, C. M., & Sarstedt, M. (2023). PLS-SEM’s most wanted guidance. International Journal of Contemporary Hospitality Management, 35(1), 321-346.
Bentum-Micah, G., Ma, Z., Wang, W., Atuahene, S. A., & Bondzie-Micah, V. (2020). Perceived service quality, a key to improved patient satisfaction and loyalty in healthcare delivery: the servqual dimension approach. Journal of Health and Medical Sciences, 3(2).
Chin, W. W. (2009). How to write up and report PLS analyses. In Handbook of partial least squares: Concepts, methods and applications (pp. 655-690). Berlin, Heidelberg: Springer Berlin Heidelberg.
Dewi, R., & Israhadi, E. (2021). Legal aspects of BPJS as national health insurance. In Proceedings of the 1st International Conference on Law, Social Science, Economics, and Education, ICLSSEE 2021, March 6th 2021, Jakarta, Indonesia.
Djamhari, E. A., Aidha, C. N., Ramdlaningrum, H., Kurniawan, D. W., Fanggidae, S. J., Herawati, H., ... & Chrisnahutama, A. (2020). Defisit Jaminan Kesehatan Nasional (JKN): Mengapa dan Bagaimana Mengatasinya?.
Erickson, S. M., Rockwern, B., Koltov, M., McLean, R. M., & Medical Practice and Quality Committee of the American College of Physicians*. (2017). Putting patients first by reducing administrative tasks in health care: a position paper of the American College of Physicians. Annals of internal medicine, 166(9), 659-661.
Ghozali, I. (2016). Aplikasi Analisis Multivariate dengan Program IBM SPSS 23. Semarang: Badan Penerbit Universitas Diponegoro.
Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., Ray, S., ... & Ray, S. (2021). An introduction to structural equation modeling. Partial least squares structural equation modeling (PLS-SEM) using R: a workbook, 1-29.
Handayani, P. W., Dartanto, T., Moeis, F. R., Pinem, A. A., Azzahro, F., Hidayanto, A. N., & Ayuningtyas, D. (2021). The regional and referral compliance of online healthcare systems by Indonesia National Health Insurance agency and health-seeking behavior in Indonesia. Heliyon, 7(9).
Kautish, P., & Arorazb, N. (2022). Health insurance in India: an exploratory study to understand customer service and satisfaction. In Building Resilient Organizations (pp. 1-22). Routledge.
Maharani, C., Rahayu, S. R., Marx, M., & Loukanova, S. (2022). The National Health Insurance System of Indonesia and primary care physicians’ job satisfaction: a prospective qualitative study. Family Practice, 39(1), 112-124.
Mahardika, Y., Lestari, W. P., & Sudaryanto, T. (2019). Persepsi Keadilan dalam Pembayaran Premi terhadap Kepuasan dan Kepatuhan Peserta BPJS. Jurnal Manajemen Pelayanan Publik, 7(1), 45-55.
Nujum, S., Rahman, Z., & Purnama, H. R. (2020). Analisi Tingkat Pendidikan Dan Produk Domestik Regional Bruto Terhadap Tingkat Pengangguran Di Kota Makassar. JDEP, 3(1), 52-60.
Palmer, J. (2002). Environmental education in the 21st century: Theory, practice, progress and promise. Routledge.
Purnama, D., & Fitriani, A. E. (2022). Jaminan Sosial Di Indonesia: Tinjauan Prinsip Syariah. JISIP (Jurnal Ilmu Sosial dan Pendidikan), 6(4).
Rantung, M., Pangkey, I., & Tambuwun, F. S. (2023). Policy Implementation Analysis of Movile National Health Insurance for BPJS Health Participants in Sendangan Village, Sonder District. Technium Soc. Sci. J., 49, 127.
Rahmawati, S., & Santoso, H. (2019). Peran Profesionalisme Petugas dalam Meningkatkan Kolektabilitas Iuran BPJS. Jurnal Administrasi Kesehatan, 7(1), 50-65.
Ramadhani, A. N. A., Aspan, Z., & Hasrul, M. (2021). Legal Protection for unregistered citizen at Healthcare and Social Security Agency (BPJS). Jurnal Hukum Volkgeist, 6(1), 69-78.
Ratnawati, A., & Kholis, N. (2020). Measuring the service quality of BPJS health in Indonesia: a sharia perspective. Journal of Islamic Marketing, 11(4), 1019-1042.
Sahur, A., Ibrahim, M. A., Haning, T., & Hamsinah, H. (2021). Disposition factors in the implementation of the National Health Insurance Program-Healthy Indonesia Card in Makassar City. Journal of Asian Multicultural Research for Social Sciences Study, 2(1), 45-54.
Sari, D. P., & Hidayat, R. (2020). Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan BPJS Kesehatan. Jurnal Manajemen Pelayanan Kesehatan, 12(3), 200-212.
Simanjuntak, M. (2018). Determinan Kolektibilitas Iuran Peserta BPJS di Jabodetabek. Jurnal Ekonomi Kesehatan Indonesia, 4(1), 45-56.
Stoliarchuk, O., Liang, K., Khrypko, S., Ishchuk, O., Serhieiеnkova, O., Kalishchuk, S., & Divchuk, T. (2023). Bridging Education and Sustainable Development: Assessing Future Psychologists’ Perspectives. European Journal of Sustainable Development, 12(3), 307-307.
Sugiyono, P. (2011). Metodologi penelitian kuantitatif kualitatif dan R&D. Alpabeta, Bandung, 62, 70.
Sugiyono, D. (2013). Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D.
Suryani, R., Rahmawati, S., & Wardana, A. (2020). Kualitas Pelayanan dan Pengaruhnya terhadap Kepuasan Peserta BPJS Kesehatan. Jurnal Administrasi Kesehatan Indonesia, 12(3), 150-160.
Susanto, A., Wahyuni, R., & Pranoto, B. (2021). Pengaruh Transparansi Informasi dan Profesionalisme Petugas terhadap Kolektabilitas Iuran BPJS. Jurnal Ekonomi Kesehatan Indonesia, 9(2), 100-112.
Triono, A. (2021). National health insurance: Realizing a better public service and guaranteeing the citizens' constitutional rights. I-COFFEES 2019, August 05-06, Lampung, Indonesia Copyright© 2021 EAI.
Van Der Heide, I., Wang, J., Droomers, M., Spreeuwenberg, P., Rademakers, J., & Uiters, E. (2013). The relationship between health, education, and health literacy: results from the Dutch Adult Literacy and Life Skills Survey. Journal of health communication, 18(sup1), 172-184.
Zhang, T., Shaikh, Z. A., Yumashev, A. V., & Chłąd, M. (2020). Applied model of E-learning in the framework of education for sustainable development. Sustainability, 12(16), 6420.
Zimmerman, E., & Woolf, S. H. (2014). Understanding the relationship between education and health. NAM Perspectives.
1.png)
