Healthcare Quality and Justice Quality: Its Effects on Patient Satisfaction in The

National Health Insurance Era

Presented at International Conference on International Conference on Economics, Education, Business

and Accounting, The Patra Bali Resort and Villas, 25-Oktober 2018

By:
Nugroho Mardi Wibowo
Woro Utari
Abdul Muhith
Yuyun Widiastuti

UNIVERSITAS WIJAYA PUTRA

2018
 INTRODUCTION
Starting Januari 1, 2014 Indonesia has implemented the National
Health Insuransi (JKN) as mandate UU No. 40 2004 concerning the
National Social Security System (SJSN)

The system is designed to ensure the availability of heatlhcare servcices

quality for all Indonesians without exception

In the period of four years of JKN enactment, there still many problem,
especially in th absence of quality aspects in healthcare services.
The reality shows that healthcare services for the JKN participants are
often not in line with expectations. The hospital preferes to serve
patients who pay cash rather than serving JKN participants

Several JKN petient were known to be asked to buy drugs outside the
hospital and rejected at the hospital.
 INTRODUCTION
If this incident continue, it is not impossible that patients will be
disappointed and unsatisfied.
Based on th description, it can be said that healthcare services in JKN
era have non been able to met the expectations.
Hospitals need quality control of health services that are not only
quality oriented but also fulfill aspects of justice.
This study aims to analyze the effect of healthcare quality and justice
quality on patient satisfaction which is moderated by the patient’s
health condition.
Healthcare Service Quality (Brady and
Cronin, 2001)
- Interaction quality
- Physical enviroment quality
- Outcome quality
 Justice-Based Healthcare Quality
ServQual Model Model of Justice-
(Parasurahman et
al., 1988) based Health Care
(Holloway et al., 2009;
Nikbin et al., 2012)

Excellent Service
Model Distributive Justice
(KepmenPAN
No.63 Th.2003) Interpersonal Justice

Procedural Justice

Informational Justice
Research Model
 Research Hypotheses
• H1. Interaction quality influences patient satisfaction
• H2. Physical environment quality influences patient
satisfaction
• H3. Outcome quality influences patient satisfaction
• H4. Justice quality influences patient satisfaction
• H5. Patient health condition influences patient satisfaction
• H6. Patient health condition moderates the effect
interaction quality on patient satisfaction
• H7. Patient health condition moderates the effect physical
enviroment quality on patient satisfaction
• H8. Patient health condition moderates the effect outcome
quality on patient satisfaction
• H9. Patient health condition moderates the effect justice
quality on patient satisfaction
 Methodology
The sample selection of RSUD in East Java by
convenience sampling was based on the
representation of cultural areas in East Java.
Madura cultural area is represented by RSUD Dr.
H. Slamet Martodirdjo, Pamekasan Regency,
Mataraman culture is represented by RSUD
Ngudi Waluyo Blitar Regency, and Arek culture is
represented by RSUD Ibnu Sina, Gresik Regency.
 Data Analysis
To test the proposed research model, we use the
analysis of structural equation modeling (SEM)
with the WarpPLS approach.
Assessment of the Structural Model

It shows that 10
indicators fit, 9 of them
show a fit model. Based
on the parsimony
principle, it can be
concluded this research
model belongs to the fit
model catogory.
Path Coefficients