Year: 2025 | Month: April-June | Volume: 10 | Issue: 2 | Pages: 60-73
DOI: https://doi.org/10.52403/ijshr.20250208
BPJS Patient Satisfaction: A Systematic Literature Review on Service Quality, Price, and Facility in Indonesian Hospitals
Wildan Guretno Prasetiyo1, Mustika Nur Rahayu2
1Student, Master of Management, Universitas Indonesia Membangun, Bandung, Indonesia.
2Internship Doctor, Permata Bunda Hospital, Purwodadi, Indonesia.
Corresponding Author: Wildan Guretno Prasetiyo
ABSTRACT
Background and Aims: Indonesia’s 2024-2029 administration prioritizes healthcare quality improvement through BPJS Health, the national health insurer, as part of its Asta Cita President of Indonesia in human capital development agenda. However, declining public trust stems from: (1) bureaucratic claim processes, (2) unaffordable treatment prices, and (3) substandard facilities. This study aims to exploring how service quality, price, and facility affect BPJS patient satisfaction in Indonesian hospitals.
Methods: Using PRISMA 2020, we conducted a qualitative systematic review of Web of Science and Google Scholar articles from 2020-2025 (6 year).
Result: Results demonstrate that service quality, price, and facility affect BPJS patient satisfaction in Indonesian hospitals.
Conclusion: This study’s non-empirical nature limits causal inferences, warranting future quantitative validation. Improving these three factors can enhance BPJS patient satisfaction, advancing Indonesia’s 2045 Golden goals.
Keywords: BPJS, Service Quality, Price, Facility, Hospital, Indonesia