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

Alifah Ratnawati (Department of Management, Faculty of Economics, Universitas Islam Sultan Agung, Semarang, Indonesia)
Noor Kholis (Department of Management, Faculty of Economics, Universitas Islam Sultan Agung, Semarang, Indonesia)

Journal of Islamic Marketing

ISSN: 1759-0833

Article publication date: 25 July 2019

Issue publication date: 23 June 2020

Abstract

Purpose

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/approach

The sample consisted of 250 respondents that came from five hospitals in Indonesia. The variables used in this study modify SERVQUAL, PAKSERV and CARTER models.

Findings

The 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/value

The 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.

Keywords

Citation

Ratnawati, A. and Kholis, N. (2020), "Measuring the service quality of BPJS health in Indonesia: a sharia perspective", Journal of Islamic Marketing, Vol. 11 No. 4, pp. 1019-1042. https://doi.org/10.1108/JIMA-07-2018-0121

Publisher

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Emerald Publishing Limited

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