Tag Archive for: JKN Non-PBI

Background: The National Health Insurance (JKN) program aims to guarantee access to quality health services for all Indonesian citizens. The satisfaction of Non-Contributory JKN (Non-PBI) users with primary health center (puskesmas) services is an important indicator of service quality.

Purpose: This study aimed to analyze factors influencing the satisfaction of Non-PBI JKN users at puskesmas in Bandar Lampung City, covering sociodemographic factors and service quality.

Methods: This study employed a cross-sectional design with a quantitative approach from August to September 2026 at eight puskesmas in Bandar Lampung City. The population comprised 52,630 individuals, and the sample consisted of 440 respondents from eight puskesmas selected using multistage sampling. Data were collected through structured interviews using a questionnaire. Data analysis used the chi-square test for bivariate analysis and logistic regression for multivariate analysis.

Results: Among sociodemographic factors, only education was significantly associated with satisfaction (p=0.022), whereas age (p=0.180), sex (p=0.360), marital status (p=0.133), occupation (p=0.157), income (p=0.467), and domicile (p=0.247) were not. Regarding service quality dimensions, tangibles (p<0.001), reliability (p<0.001), responsiveness (p<0.001), and empathy (p=0.002) were significantly associated, while assurance was not (p=0.499). Multivariate analysis showed that education, occupation, tangibles, and reliability were significantly associated. The most dominant factor was reliability (OR=2.872; 95% CI: 1.895–4.352; p<0.001), indicating that respondents who rated reliability as good were 2.872 times more likely to be satisfied.

Conclusion: Increasing user satisfaction can be achieved by improving service reliability, such as timeliness, consistency, and accuracy of services, as well as enhancing tangibles through complete facilities, cleanliness, and comfort.