Citra Jaminan Sosial di Mata Salah Satu Pengguna : Tingkat Kepuasan Hanya 60%

Abstract

protection to the community, especially in the face of unexpected risks. Along with the development of the era and the increasing level of public awareness of the need for social protection, the quality of services provided by insurance companies is a determining factor in maintaining the image of the company. This study aims to explore user perceptions of the quality of social security services, especially BPJS Kesehatan, and evaluate their level of satisfaction. The method used in this study is a qualitative approach with in-depth interviews with customers who have used social security services for a certain period. The results of the study show that although the BPJS Kesehatan program provides benefits, such as easy access and financial assistance, the level of user satisfaction only reaches 60%. Factors that influence this level of satisfaction include inflexible inpatient policies and a referral system that, although efficient, still needs improvement. Although BPJS helps financially, there is a need for improvement in several aspects of the service to ensure user comfort and privacy.