A Comparison of Patient Satisfaction When Using the Insured and Non-insured in Public Health Center (Puskesmas Kasihan 1) Bantul, Indonesia


  • Fatma Siti Fatimah Department of Hospital Administration, Faculty of Health Science, Universitas Alma Ata, Yogyakarta, Indonesia https://orcid.org/0000-0001-6429-5352
  • Sumarni Mars Department of Hospital Administration, Faculty of Health Science, Universitas Alma Ata, Yogyakarta, Indonesia https://orcid.org/0000-0001-5486-3109
  • Raden Jaka Sarwadhamana Department of Hospital Administration, Faculty of Health Science, Universitas Alma Ata, Yogyakarta, Indonesia https://orcid.org/0000-0002-1209-4628
  • Rizka Mulyani Department of Hospital Administration, Faculty of Health Science, Universitas Alma Ata, Yogyakarta, Indonesia
  • Putri Daru Handayani Department of Hospital Administration, Faculty of Health Science, Universitas Alma Ata, Yogyakarta, Indonesia




Patient satisfaction, JKN, Non- insured, Puskesmas, Public Health Center


BACKGROUND: In Indonesia, the health sector has experienced a very significant development. Fair and equitable health care is one way to fulfill the health rights of each individual. Therefore, puskesmas are required to provide good service quality through conformity to standards with customer needs. The creation of service quality will certainly create customer satisfaction for service users when using health assurance and non-assurance.

AIM: This study was to know a comparison of patient satisfaction when using the insured and non-insured in Public Health Center (Puskesmas Kasihan 1) Bantul, Indonesia.

METHODS: This study was a cross-sectional study, with 222 samples with 111 respondents using health assurance and 111 non-assurance. Samples were collected with a cluster sampling technique taken from nine service polyclinics in Puskesmas Kasihan 1 Bantul. Data were analyzed using independent sample t-test.

RESULTS: The study found that the average patient satisfaction with health insurance was 34.76 more than the average patient satisfaction with non-health insurance was 29.10. Based on the results of the analysis, the mean ± sd of patient satisfaction with health insurance was 29.10 ± 3.04 compared to the satisfaction of non-health insurance patients, namely, 34.76 ± 3.61 with a Sig value of 0.000, which means that there is a significant difference between patient satisfaction using the insured and non-insured.

CONCLUSIONS: Patients when using the health insured are more satisfied than patient’s non-insured.


Download data is not yet available.


Metrics Loading ...

Plum Analytics Artifact Widget Block


Regulation of the Minister of Health of the Republic of Indonesia No. 75 of 2014 concerning Public Health Centers [Peraturan Menteri Kesehatan RI No. 75 Tahun 2014 Tentang Pusat Kesehatan Masyarakat]. 2014. Jakarta: Kementerian Kesehatan RI; 2014. Available from: http://hukor.kemkes.go.id/uploads/produk_hukum/PMKNo.75ttgPuskesmas.pdf. [Last accessed on 2021 Aug 17].

Hardhana B, Sibuea F, Widiantini W, editors. Indonesia’s Health Profile for 2019 [Profil Kesehatan Indonesia]. Available from: https://pusdatin.kemkes.go.id/resources/download/pusdatin/profil-kesehatan-indonesia/Profil-Kesehatan-indonesia-2019.pdf. [Last accessed on 2021 Aug 17].

Wibisana W. Strengthening the Health Service System [Penguatan Sistem Pelayanan Kesehatan]. Central Jakarta: Directorate of Public Health and Nutrition; 2019. Available from: https://www.bappenas.go.id/files/5715/9339/2399/FA_Preview_HSR_Book09.pdf. [Last accessed on 2021 Aug 17].

Kesehatan K. Primary Data Health Center: Province of the Special Region of Yogyakarta Data Dasar Puskesmas: Provinsi Daerah Istimewa Yogyakarta]; 2019. Available from: https://pusdatin.kemkes.go.id/resources/download/pusdatin/data-dasar-puskesmas/2019/14.Buku Data Dasar PKM-DIY.pdf. [Last accessed on 2021 Aug 17].

Hemadeh R, Hammoud R, Kdouh O, Jaber T, Ammar L. Patient satisfaction with primary healthcare services in Lebanon. Int J Health Plann Manage. 2019;34(1):e423-35. https://doi.org/10.1002/hpm.2659 PMid:30259563 DOI: https://doi.org/10.1002/hpm.2659

Batbaatar E, Dorjdagva J, Luvsannyam A, Savino MM, Amenta P. Determinants of patient satisfaction: A systematic review. Perspect Public Health. 2017;137(2):89-101. https://doi.org/10.1177/1757913916634136 PMid:27004489 DOI: https://doi.org/10.1177/1757913916634136

Budur T, Poturak M. Employee performance and customer loyalty: Mediation effect of customer satisfaction. Middle East J Manag. 2021;8(5):453-74. DOI: https://doi.org/10.1504/MEJM.2021.117510

Lahdj IA, Setiawan M, Purnamasari W. Factors affecting the quality of health services for BPJS patients at the internal medicine clinic at Sunan Kalijaga Hospital Demak Period May-October 2015. [Faktor Faktor yang Mempengaruhi Mutu Pelayanan Kesehatan terhadap Kepuasan Pasien BPJS di Klinik Penyakit Dalam RSUD Sunan Kalijaga Demak Periode Mei-Oktober 2015]. Kedokt Univ Muhammadiyah Semarang. 2015;5(2):1-7.

Hidayat B, Nurwahyuni A. Optimization of BPJS Health Purchasing [Optimalisasi Purchasing BPJS Kesehatan]. 2016. Available from: https://bpjs-kesehatan.go.id/bpjs/dmdocuments/75d7cb372e5c9bfb38617904129c1c76.pdf

Rahmatiqa C, Yuniko F. Relationship of Patient Waiting Time with Patient Satisfaction at Puskesmas (Public Health Center) Lubuk Begalung Padang. Proceeding Int Conf Syedza Saintika. 2020;1(1):449-54.

Razali SC. The effects of service quality on patient’s satisfaction in pusat kesihatan masyarakat (PUSKESMAS). Int J Humanit Technol Civiliz. 2020;1:14-37.

Udiyana IG, Riana IG. The differences patient satisfaction indices using android application and questionnaire method in the Puskesmas. J Multidiscip Acad. 2021;5(3):230-3.

Yaya S, Bishwajit G, Ekholuenetale M, Shah V, Kadio B, Udenigwe O. Urban-rural difference in satisfaction with primary healthcare services in Ghana. BMC Health Serv Res. 2017;17(1):1-9. https://doi.org/10.1186/s12913-017-2745-7 PMid:29178876 DOI: https://doi.org/10.1186/s12913-017-2745-7

Fausi S. An Analysis on the Effect of Service Quality to the Client Satisfaction of JKN PBI and Non PBI Memberships in an Outpatient Unit of RS X: 182520102033 Specialization on Health Service Management. Magister Progr Jember University; 2020. p. 190.

Fenny AP, Enemark U, Asante FA, Hansen KS. Patient satisfaction with primary health care-a comparison between the insured and non-insured under the national health insurance policy in Ghana. Glob J Health Sci. 2014;6(4):9. https://doi.org/10.5539/gjhs.v6n4p9 PMid:24999137 DOI: https://doi.org/10.5539/gjhs.v6n4p9

Olamuyiwa TE, Adeniji FO. Patient’s satisfaction with quality of care at a national health insurance clinic at a tertiary center, South-South Nigeria. J Patient Exp. 2021;8:2374373520981471. https://doi.org/10.1177/2374373520981471 PMid:34179352 DOI: https://doi.org/10.1177/2374373520981471

Kesuma ZM, Chongsuvivatwong V. Comparison of satisfaction with maternal health-care services using different health insurance schemes in Aceh Province, Indonesia. Indian J Public Health. 2016;60(3):195. https://doi.org/10.4103/0019-557X.189013 PMid:27561398 DOI: https://doi.org/10.4103/0019-557X.189013

Setyawan FE, Supriyanto S, Ernawaty E, Lestari R. Understanding patient satisfaction and loyalty in public and private primary health care. J Public Health Res. 2020;9(2):1823. https://doi.org/10.4081/jphr.2020.1823 PMid:32728567 DOI: https://doi.org/10.4081/jphr.2020.1823

Ratnawati A, Bin MCW, Kholis N. Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: A Sharia perspective. J Islam Mark. 2020. Available from: http://research.unissula.ac.id/bo/reviewer/210489019/1052Improving_the_satisfaction_and_loyalty_of_BPJS_healthcare_in_Indonesia_a_Sharia_perspective.pdf. [Last accessed on 2021 Aug 17]. DOI: https://doi.org/10.1108/JIMA-01-2020-0005




How to Cite

Fatimah FS, Mars S, Sarwadhamana RJ, Mulyani R, Handayani PD. A Comparison of Patient Satisfaction When Using the Insured and Non-insured in Public Health Center (Puskesmas Kasihan 1) Bantul, Indonesia. Open Access Maced J Med Sci [Internet]. 2022 Apr. 7 [cited 2024 Apr. 12];10(T8):1-4. Available from: https://oamjms.eu/index.php/mjms/article/view/9454

Similar Articles

You may also start an advanced similarity search for this article.