Article Sidebar

Submitted
3 November 2021
Published
30 December 2021
Download
PDF
Statistic
Read Counter : 1501 Download : 1681

Main Article Content

Abstract

Abstract: The National Health Insurance Program (JKN) organized by BPJS Kesehatan is a program that developed rapidly at the beginning of its existence in terms of achieving membership coverage. To maintain the continuity of the program, indeed, proper management of customer services is required at each service point. This study was conducted to measure the level of satisfaction of participants whose results can be used as a basis for decision making. Measurement through the Net Promoter Score method is carried out, the results will describe the customers' willingness to recommend a product or service to others and represent customer loyalty itself. The measurement of the Net Promoter Score that has been carried out for customers who receive wages for business entities (PPU BU) at BPJS Kesehatan Tondano Branch Office shows high results (92.41% and 90%). With these results, it is hoped that BPJS Kesehatan can continue to improve existing services in areas of improvement that can be developed. The development of innovation based on the participant's point of view must be considered with a focus on service simplification and the implementation of information technology for the realization of a quality JKN program.


Keywords: Customer loyalty; Net Promoter Score; BPJS Kesehatan

Keywords

Customer loyalty Net Promoter Score BPJS Kesehatan

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Rhamdani, N. I. (2021). Net Promoter Score sebagai Tolok Ukur Ketercapaian Customer Loyalty Peserta Pekerja Penerima Upah Badan Usaha. Jurnal Jaminan Kesehatan Nasional, 1(2), 123–135. https://doi.org/10.53756/jjkn.v1i2.34
Download Citation
Endnote/Zotero/Mendeley (RIS)
BibTeX

References

  1. Agustina, R., Dartanto, T., Sitompul, R., Susiloretni, K. A., Suparmi, Achadi, E. L., Taher, A., Wirawan, F., Sungkar, S., Sudarmono, P., Shankar, A. H., Thabrany, H., Susiloretni, K. A., Soewondo, P., Ahmad, S. A., Kurniawan, M., Hidayat, B., Pardede, D., Mundiharno, … Khusun, H. (2019). Universal health coverage in Indonesia: concept, progress, and challenges. The Lancet, 393(10166), 75–102. https://doi.org/10.1016/S0140-6736(18)31647-7
  2. CNN Indonesia. (n.d.). Upaya BPJS Kesehatan Optimalkan Layanan Digital JKN-KIS. Retrieved October 31, 2021, from https://www.cnnindonesia.com/ekonomi/20211026092922-83-712346/upaya-bpjs-kesehatan-optimalkan-layanan-digital-jkn-kis
  3. Helmi Situmorang, S., Safri Lubis, M., Ridha, A., & Ekonomi dan Bisnis USU, F. (2016). Pengukuran Brand Loyalty dengan Net Promoter Score pada Youth dan Netizen di Medan.
  4. Hong, K. S., & Lee, D. H. (2018). Impact of operational innovations on customer loyalty in the healthcare sector. Service Business, 12(3), 575–600. https://doi.org/10.1007/s11628-017-0355-4
  5. Jahnert, J. R., & Schmeiser, H. (2021). The relationship between net promoter score and insurers’ profitability: an empirical analysis at the customer level. Geneva Papers on Risk and Insurance: Issues and Practice. https://doi.org/10.1057/s41288-021-00237-3
  6. Kinney, W. C. (2005). A simple and valuable approach for measuring customer satisfaction. Otolaryngology - Head and Neck Surgery, 133(2), 169–172. https://doi.org/10.1016/j.otohns.2005.03.060
  7. Klaus, P., & Maklan, S. (2013). Towards a better measure of customer experience. International Journal of Market Research, 55(2), 227–246. https://doi.org/10.2501/IJMR-2013-021
  8. Luoma-aho, V., Canel, M. J., & Hakola, J. (2021). Public sector reputation and netpromoter score. International Review on Public and Nonprofit Marketing, 18(3), 419–446. https://doi.org/10.1007/s12208-021-00280-9
  9. Maklan, S., Antonetti, P., & Whitty, S. (2017). A better way to manage customer experience: Lessons from the royal bank of Scotland. California Management Review, 59(2), 92–115. https://doi.org/10.1177/0008125617695285
  10. Natashya Situmorang. (2016). Pengukuran Loyalitas Pelanggan pada Produk-Produk Brand Indonesia dengan Metode Net Promoter Score (NPS) pada Konsumen Kelas Menengah Kota Medan.
  11. Ozimek, J. (2010). The disloyalty ladder - Two rungs further down. Journal of Direct, Data and Digital Marketing Practice, 11(3), 207–218. https://doi.org/10.1057/dddmp.2009.45
  12. Purposive Sampling - Pengertian, Tujuan, Contoh, Langkah, Rumus. (n.d.). Retrieved December 11, 2021, from https://www.statistikian.com/2017/06/penjelasan-teknik-purposive-sampling.html
  13. Raassens, N., & Haans, H. (2017). NPS and Online WOM: Investigating the Relationship Between Customers’ Promoter Scores and eWOM Behavior. Journal of Service Research, 20(3), 322–334. https://doi.org/10.1177/1094670517696965
  14. Rahajeng KH. (n.d.). Pandawa Permudah Layanan BPJS Kesehatan Tanpa Tatap Muka. Retrieved October 31, 2021, from https://www.cnbcindonesia.com/news/20210531111830-4-249474/pandawa-permudah-layanan-bpjs-kesehatan-tanpa-tatap-muka
  15. Reichheld, F. F. (2003). The One Number You Need to Grow. www.hbr.org
  16. Rhamdani, N. I. (2021). Pelayanan Prima Sebagai Upaya Pencapaian Loyalitas Peserta Program Jaminan Kesehatan Nasional. Jurnal Jaminan Kesehatan Nasional, 1(1), 54–66. https://doi.org/10.53756/jjkn.v1i1.18
  17. Schmitt, P., Meyer, S., & Skiera, B. (2012). An Analysis of the Link between Customers’ Intention to Recommend a Firm and the Lifetime Value of its Customers. Recherche et Applications En Marketing, 27(4), 121–142. https://doi.org/10.1177/205157071202700405
  18. Srivastava, M., & Rai, A. K. (2014). An investigation into service quality–customer loyalty relationship: the moderating influences. Decision, 41(1), 11–31. https://doi.org/10.1007/s40622-014-0025-5
  19. Tangcharoensathien, V., Patcharanarumol, W., Ir, P., Aljunid, S. M., Mukti, A. G., Akkhavong, K., Banzon, E., Huong, D. B., Thabrany, H., & Mills, A. (2011). Health-financing reforms in southeast Asia: Challenges in achieving universal coverage. The Lancet, 377(9768), 863–873. https://doi.org/10.1016/S0140-6736(10)61890-9