The Influence of the Service Process on Service Quality: A Study of BPJS PROLANIS Patients at Prodia Clinic Jambi
Abstract views: 61
,
PDF downloads: 49
Abstract
The quality of healthcare services is a key indicator of the success of the National Health Insurance (JKN) system; however, the expansion of BPJS Kesehatan enrollment has not been fully accompanied by equitable service quality, as reflected by the gap in perceptions at the Prodia Clinic in Jambi, where 47% of PROLANIS patients rated the empathy aspect of service as only "fair," even though Standard Operating Procedures had been implemented. This study aims to analyze the influence of service processes on the quality of care for BPJS PROLANIS patients at the Prodia Clinic in Jambi. The study employed an associative quantitative approach, using simple random sampling of 99 patients from a population of 5,000, and a validated instrument measuring seven service process indicators and six dimensions of service quality, analyzed via simple linear regression in SPSS 26. The results showed that both service processes and service quality fell into the "good" category (TCR 80% and 79%), with the regression equation Y = 10.244 + 0.724X, calculated t = 8.923 > critical t = 1.984, significance 0.000 (p < 0.05), and coefficient of determination R² = 0.451. These findings underscore the importance of strengthening communication effectiveness and the consistency of service safety procedures at Prodia Clinic Jambi to improve the quality of service for BPJS PROLANIS patients continuously.
Downloads
References
Alshugeer, M., et al. (2024). The significance of quality in health services. International Journal of Medical Science and Clinical Research Studies, 4. https://doi.org/10.47191/ijmscrs/v4-i05-07
Antara News. (2025, October 20). BPJS Kesehatan berupaya tekan angka penyakit kronis dengan Prolanis. https://www.antaranews.com/berita/5186021/
Arabov, N., et al. (2024). Enhancing service quality: Key approaches. E3S Web of Conferences, 538, 02005.
Brown, L. D., Franco, L. M., Rafeh, N., & Hatzell, T. (1992). Quality assurance of health care in developing countries. Quality Assurance Project, USAID.
BPJS Kesehatan. (2024). Laporan tahunan BPJS Kesehatan 2024. BPJS Kesehatan.
BPJS Kesehatan. (2025). Data kepesertaan BPJS Kesehatan Provinsi Jambi per 1 Januari 2025. BPJS Kesehatan.
Damanik, B. N. (2024). Pengaruh mutu pelayanan kesehatan terhadap kepuasan pasien di ruang rawat inap RSU Melati Perbaungan. JURRIKES, 3(1), 228–238.
Dewi, G. A. P. K., & Faozi, E. (2023). Quality of life of diabetes mellitus type 2 patients participating in Prolanis. Jurnal Berita Ilmu Keperawatan, 16(1), 29–38.
Dewi, N., et al. (2025). Pengingkaran kewajiban negara dalam pemenuhan hak atas kesehatan melalui Program BPJS. Jurnal Riset Rumpun Ilmu Bahasa, 4(1), 660–673.
Faiz, M. N., et al. (2025). Faktor-faktor yang mempengaruhi mutu layanan kesehatan di rumah sakit. Jurnal Kolaboratif Sains, 8(5), 2212–2217.
Gunawan, S., Zulkarnain, & Samsir. (2022). Pengaruh kualitas pelayanan dan kepuasan pasien BPJS terhadap citra klinik. Jurnal EMT, 6(2), 197–208.
Hayati, K. R., et al. (2024). Implementation of validity and reliability tests on service satisfaction levels. International Journal of Eco-Innovation in Science and Engineering (IJEISE), 5(2), 7–14.
Ministry of Health of the Republic of Indonesia. (2024). Indikator mutu nasional pelayanan kesehatan 2024. Kemenkes RI.
Menezes, V. G. D., et al. (2022). Evaluation of public services considering expectations of users. Information, 13(4), 162.
Regulation of the Minister of Health of the Republic of Indonesia Number 30 of 2022 on National Quality Indicators for Health Services.
Setyaningsih, M., et al. (2023). Kepuasan peserta Program Pengelolaan Penyakit Kronis (Prolanis) di Puskesmas Ngesrep Kota Semarang: Preliminary study. Jurnal Pranata Biomedika, 2(1), 70–79.
Sim, E. N. D. R., & Atong, P. (2023). Kinerja pelayanan publik. FOKUS, 21(1).
Simanjuntak, M., & Siallagan, H. (2017). Faktor-faktor yang mempengaruhi mutu pelayanan kesehatan pasien peserta BPJS di Puskesmas Glugur Kota Medan. Jurnal Ilmiah Perekam dan Informasi Kesehatan Imelda, 2(2), 316–320.
Singgih, R. P., et al. (2024). Improving service quality of a private hospital to provide satisfaction of BPJS participants. Civil Officium Journal. https://doi.org/10.53754/civilofficium.v3i2.682
Subhaktiyasa, P. G. (2024). Menentukan populasi dan sampel: Pendekatan metodologi penelitian kuantitatif dan kualitatif. Jurnal Ilmiah Profesi Pendidikan, 9(4), 2721–2731.
Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D (2nd ed.). Alfabeta.
Sugiyono. (2021). Metode penelitian kuantitatif, kualitatif, dan R&D (3rd ed.). Alfabeta.
World Health Organization. (2006). Quality of care: A process for making strategic choices in health systems. WHO Press.
Copyright (c) 2026 Jurnal Ilmu Administrasi Negara AsIAN (Asosiasi Ilmuwan Administrasi Negara)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
1. Copyright on any article is retained by the author(s).
2. The author grants the journal, right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work’s authorship and initial publication in this journal.
3. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
4. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
5. The article and any associated published material is distributed under the Creative Commons Attribution-ShareAlike 4.0 International License
