Service Quality, Citizen Satisfaction, and Citizen Participation: Evidence from Independent (PBPU) Members of Indonesia’s National Health Insurance Program
Universal health coverage schemes in developing countries face a recurring sustainability problem: keeping voluntarily enrolled members active once they have joined. This study investigates how the five dimensions of service quality proposed in the SERVQUAL framework, namely tangibles, reliability, responsiveness, assurance, and empathy, shape the satisfaction of independent participants (Pekerja Bukan Penerima Upah/PBPU) of Indonesia’s […]
