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

Ratnawati, Alifah; Kholis, Nur

doi:10.1108/jima-07-2018-0121

Cited by 13 publications

(20 citation statements)

References 18 publications

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“…This work refers to the research and development of dimensions developed by Ratnawati and Kholis (2019), CARTER model (Othman and Owen, 2001), SERVQUAL model (Parasuraman et al , 1988) and PARKSEV model developed by Kashif et al (2015). The dimensions used in this study are, namely, compliance, assurance, reliability, tangibility, empathy, responsiveness, insurance system and sincerity.…”

Section: Methodsmentioning

confidence: 99%

“…Studies on service quality have been developed by researchers (Othman and Owen, 2001; Parasuraman et al , 1985; Parasuraman et al , 1988; Raajpoot, 2004; Ratnawati and Kholis, 2019). The service quality or SERVQUAL model was developed by Parasuraman et al (1985), who used 10 dimensions namely, reliability, responsiveness, competence, accessibility, courtesy, communication, credibility, security, understanding/knowing the customer and tangibles.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Complementing the studies conducted by previous researchers, Ratnawati and Kholis (2019) developed a measurement of service quality at BPJS health in Indonesia by modifying the SERVQUAL, PAKSERV and CARTER models. The results of the study concluded that the following 10 factors can be used to measure Sharīʿah-based service quality: factors of sincerity and formality; insurance system; tangible; responsiveness; assurance; location and information access; maintenance costs; Sharīʿah compliance; reliability; and availability of prayer rooms. …”

Section: Literature Reviewmentioning

confidence: 99%

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Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective

Ratnawati

Cokrohadisumarto

Kholis

2020

JIMA

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Purpose The purpose of this study is to analyze how to improve the satisfaction and loyalty of Badan Penyelenggara Jaminan Sosial Kesehatan (BPJS) health patients in Indonesia based on services in Islamic hospitals, where the service quality was analyzed from a Sharīʿah perspective. Design/methodology/approach The sample for this study was 470 Muslim patients from BPJS health, 248 from large Islamic hospitals and 232 from small Islamic hospitals in Central Java, Indonesia. Overall, the respondents were from five large hospitals and five small hospitals. The study used eight service quality variables that were modified from the SERVQUAL, PAKSERV and CARTER models. All the variables used indicators of Sharīʿah principles and tested their effects on satisfaction and loyalty. Findings The results of the study showed that the insurance system has been proven to significantly increase the satisfaction and loyalty of BPJS health patients. This means that the efforts of the Indonesian Government to improve the level of health by establishing BPJS can benefit the community. Satisfaction can also be increased through the variables of reliability, empathy and responsiveness, while the loyalty of BPJS Health patients is strongly influenced by satisfaction. The sincerity variable can increase the satisfaction and loyalty of BPJS health patients in small hospitals, but not in large hospitals. On the other hand, the variable of compliance can increase the satisfaction and loyalty of BPJS health patients in large hospitals, but not in small hospitals. Originality/value The insurance system implemented in Indonesia can influence the improvement of satisfaction and loyalty. Also, hospitals that are fair in serving patients and that apply amanah (trust), tabligh (responsiveness) and are fast in handling BPJS health patients’ complaints are important indicators that need attention from BPJS health and hospitals. These indicators can form variables that can increase satisfaction and loyalty.

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Section: Methodsmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

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Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective

Ratnawati

Cokrohadisumarto

Kholis

2020

JIMA

Self Cite

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“…More importantly, the Takaful operations need to be free from the element of gharar (uncertainty), maisir (gambling) and riba (interest). Correspondingly, it has been proclaimed that the Islamic financial system emphasizes on ethical and religious values but only few studies have been conducted, especially on the drivers towards the adoption of Takaful (Salleh and Abdullah, 2014;Wahab, 2018;Ratnawati and Kholis, 2019;Amron et al, 2018;Hassan and Abbas, 2019). Further, the investigation of measures using the customercentric approach, in relation to service quality, as well as relationship marketing, from the perspectives of customers, is scant, specifically the elements related to the understanding of Takaful (Aysan et al, 2017).…”

Section: Introductionmentioning

confidence: 99%

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Rehman

Osman

Aziz

et al. 2019

JIMA

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Purpose Marketing investigations on the concomitant variables of both service quality and relationship marketing are very scarce. Hence, the purpose of this study is to examine the customers’ perception of the Takaful (Islamic insurance) in relation to service quality and relationship marketing. More importantly, the examination of the impact of both service quality and relationship marketing on corporate image is further established. Accordingly, corporate reputation and customer loyalty were further evaluated, along with these respective interactions. Design/methodology/approach A self-administered survey was conducted from 350 Malaysian customers of Takaful products and services. The purposive sampling was used to collect data from the existing customers of Takaful service operators in the Klang Valley, an area in Malaysia. The questionnaire was constructed through measures of PAKSERV for service quality, as well as other measures related to relationship marketing and other constructs in this study. Structured equation modeling was used in the analysis of data. Findings The current study is the first one of its kind to examine perceptions of customers of relationship marketing and service quality as predictors of corporate image, which drives corporate reputation and ultimate customer loyalty from the perspective of the Takaful industry in Malaysia. Service quality dimensions (tangibility, reliability and personalization) and relationship marketing dimensions (Islamic ethical behavior and structural bond) positively influence corporate image of the Takaful organizations. Moreover, customer loyalty can be predicted, mainly through corporate reputation as well as corporate image. Research limitations/implications The present study is focused on the existing Malaysian Takaful customers as the population frame. Accordingly, future research studies may evaluate the same model, but perhaps in another different cultural context where the Takaful industry can grow and expand in other countries, including Saudi Arabia, Sudan and Pakistan. More importantly, the same variables may be verified to different service industries in future studies, especially those constructs related to relationship marketing because many products and services at present can be attained without face-to-face interactions through online transactions without having brick and mortar businesses. Practical implications It is important for Takaful service operators to focus on connecting the social and financial bonds to ensure the fulfilment of customers’ needs. They also need to improve the qualities related to tangibility, reliability and personalization to be able to increase their market share, especially in this present highly competitive market. Indeed, Takaful generally provides financial protection and risk management; nevertheless, the religious and ethical values need to be embraced in totality unlike conventional insurance, which has the element of gambling, uncertainty and the imposition of interest. Hence, this study aims to assist the Takaful operators toward achieving corporate reputation and apparently customer loyalty for them to remain relevant in this industry. Originality/value The model used in this study is based on the cultural context of Malaysia from the perspective of the Takaful industry. It attempts to explain customer loyalty through the incorporation of service quality and relationship marketing dimensions, where it is associated with the elements of the values of Islamic ethics especially in business transactions. More importantly, these dimensions were put together to identify its impact on corporate image, corporate reputation, and ultimately, customer loyalty, thus illustrating a distinct set of outcomes of the present study.

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“…Tingginya defisit yang terjadi menunjuk kan adanya permasalahan dalam pengelo laan dana di dalam tubuh BPJS Kesehatan sebagai pengelola JKN. Ratnawati & Kholis (2019) dan Rolindrawan (2015) menjelaskan bahwa pengeluaran BPJS Kesehatan di In donesia untuk layanan kesehatan telah le bih dari 100%. Menurut kaedah asuransi so sial, apabila klaim rasio sudah di atas 90% maka kondisi sudah tidak ideal.…”

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Konsep Pengelolaan Dana Jaminan Kesehatan Nasional Berbasis Nosarara Nosabatutu

Sari

Rahayu

Yudi

2020

jamal

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basis Nosarara Nosabatutu. Penelitian ini bertujuan menawarkan se buah pembaharuan dari "akar" pengelolaan dana Jaminan Kesehatan Nasional (JKN). Filosofi Nosarara Nosabatutu digunakan sebagai metode untuk membangun sebuah landasan baru yang lebih holistik dalam me menuhi kebutuhan semua pihak yang berkepentingan. Penelitian ini menghasilkan delapan komitmen dalam filosofi Nosarara Nosabatutu menjadi alat membangun sistem pengelolaan dana JKN yang baru. Di harapkan, JKN berbasis filosofi Nosarara Nosabatutu menghasilkan se buah konsep pengelolaan dana yang baru sehingga jaminan kesehatan bagi seluruh masyarakat dalam semangat persaudaraan dan persatuan.

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

Cited by 13 publications

References 18 publications

Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective

Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective

Get connected with your Takaful representatives

Konsep Pengelolaan Dana Jaminan Kesehatan Nasional Berbasis Nosarara Nosabatutu

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