Abstract

The Social Security Organizing Agency (BPJS) which was established in 2014, implements the National Health Insurance Program (JKN). While JKN positively affects national health and increases the financial flow of private hospitals, there is a significant financial deficit, which can be covered by the involvement of informal private-sector workers, whose loyalty to the hospital is mainly influenced by hospital’s environment, communication with staff, and service quality. Previous studies indicate that in Indonesia loyalty to the public hospitals can have no relationships with service quality, to test this assumption, a sample of 126 subjects was recruited at the Balowerti City Health Center, Kediri City. All participants of the study received premium assistance beneficiaries (PBI) of BPJS insurance, which is fully subsidized by the government. Despite this, the main part of the sample evaluated their perception of the Balowerti City Health Center and the quality of its service as average or poor. Ordinal regression confirmed the existence of the influence of service quality and perception of the hospital on the behavioral intention of patients. Refers to perception of low service quality is the main reason for insufficient involvement if JKN. According to the previous studies, a lack of time for communication with the patient, long time of waiting, and a lack of information of BPJS are main reasons of patient dissatisfaction and low enrollment in JKN.

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