ABSTRACT

Starting on January 1, 2014, PT Askes Indonesia changed the name to BPJS Health. BPJS Health is a State Owned Enterprises which is specifically commissioned by the government to organize health care insurance for all Indonesian's society . BPJS is a social insurance that is not for profit and its more focusing on providing protection to the public, thus, there is health coverage insurance for ndonesian's society.
The problem is that the quality of service has not been as expected BPJS'users, therefore, the purpose of this study is to evaluate the implementation of BPJS is viewed from the public's satisfaction side. the respondents in this study is 250 participants BPJS that is from five towns in Central Java . The researchers use Importance-performance analysis, paired sample t test and Cartesian diagram to analyze the result.
From twenty-eight samples that are examined in this study, all of indicating a significant difference between BPJS user expectations and performing on BPJS services that are actually perceived by the user. The highest satisfaction BPJS user is on the dimensions of empathy by two indicators: the staff and the medical staff do not distinguish social status and indicators friendliness of the staff and medical personnel. Dimension of the lowest level of satisfaction is the System of Insurance. Almost all show that indicators of the dimensions of the insurance system is bad satisfaction.
Keywords: Health BPJS, satisfaction, expectations, performance