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Measuring the service quality of BPJS health in Indonesia: a sharia perspective

Measuring the service quality of BPJS health in Indonesia: a sharia perspective The purpose of this study is to identify the factors that were considered important by Muslim BPJS participants of service quality received when using BPJS Health card for hospitalization services.Design/methodology/approachThe sample consisted of 250 respondents that came from five hospitals in Indonesia. The variables used in this study modify SERVQUAL, PAKSERV and CARTER models.FindingsThe results of this study indicate that there are ten factors that are considered very important by Muslim BPJS participants for hospitalization service, with the dominant variables of each factor being sincerity/sincerity of employees in serving BPJS participants, the amount of drugs cost borne by BPJS participants, cleanliness in the hospital building, tabligh attitude in serving BPJS participants (wise and right on target), reputation of BPJS doctors in the hospitals, affordability of the hospital location, compliance and accuracy of payment claim/treatment for BPJS patients, BPJS compliance with Islamic principles, the ability of BPJS to reliably deliver promised services and availability of mosque at BPJS referral hospital.Originality/valueThe new factors that have emerged are location access, information and availability of praying facilities. The sincerity and formality factors are considered very important by the Muslim community when using BPJS Health card for hospitalization service. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Islamic Marketing Emerald Publishing

Measuring the service quality of BPJS health in Indonesia: a sharia perspective

Journal of Islamic Marketing , Volume 11 (4): 24 – Jun 23, 2020

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1759-0833
DOI
10.1108/jima-07-2018-0121
Publisher site
See Article on Publisher Site

Abstract

The purpose of this study is to identify the factors that were considered important by Muslim BPJS participants of service quality received when using BPJS Health card for hospitalization services.Design/methodology/approachThe sample consisted of 250 respondents that came from five hospitals in Indonesia. The variables used in this study modify SERVQUAL, PAKSERV and CARTER models.FindingsThe results of this study indicate that there are ten factors that are considered very important by Muslim BPJS participants for hospitalization service, with the dominant variables of each factor being sincerity/sincerity of employees in serving BPJS participants, the amount of drugs cost borne by BPJS participants, cleanliness in the hospital building, tabligh attitude in serving BPJS participants (wise and right on target), reputation of BPJS doctors in the hospitals, affordability of the hospital location, compliance and accuracy of payment claim/treatment for BPJS patients, BPJS compliance with Islamic principles, the ability of BPJS to reliably deliver promised services and availability of mosque at BPJS referral hospital.Originality/valueThe new factors that have emerged are location access, information and availability of praying facilities. The sincerity and formality factors are considered very important by the Muslim community when using BPJS Health card for hospitalization service.

Journal

Journal of Islamic MarketingEmerald Publishing

Published: Jun 23, 2020

Keywords: Service quality; SERVQUAL; PAKSERV; CARTER; Sharia perspective; BPJS health

References