Analysis of BPJS Health Contribution Assistance Recipient Satisfaction with the Quality of Health Insurance Services in Makassar City

Abstract

The BPJS Kesehatan Premium Assistance Recipient (PBI) Program reflects the Indonesian government’s commitment to ensuring healthcare access for underprivileged and low-income populations. As part of the National Health Insurance (JKN) system, beneficiaries are entitled to receive free medical services at facilities partnered with BPJS Kesehatan. Despite this initiative, challenges related to service quality persist, including long and irregular queues, limited availability of medications, and occasional discriminatory treatment. This study aims to evaluate the satisfaction of PBI beneficiaries with the quality of healthcare services in Makassar City, focusing on dimensions such as healthcare staff friendliness, ease of using BPJS Kesehatan cards, efficiency of service processes, and accessibility of healthcare facilities. Employing a qualitative research design with descriptive-analytical methods, the study analyzes service quality dimensions and beneficiary perceptions. The results indicate that most participants expressed satisfaction, particularly with equitable treatment and streamlined administrative procedures. While digitalization and bureaucratic reforms have begun to improve service efficiency, challenges in maintaining consistent service quality across regions remain. This research contributes to the academic literature on public service evaluation and provides practical recommendations for BPJS Kesehatan and local government authorities to enhance the inclusivity, efficiency, and equity of healthcare services for low-income populations.