The Relationship Between Types of Health Insurance (BPJS Kesehatan and Private Insurance) and Patient Satisfaction with Digitalization
Abstract
The advancement of digital technology has transformed healthcare delivery in Indonesia, including the way patients access and evaluate services provided through BPJS Kesehatan and private insurance. This study aimed to examine the relationship between health insurance type and patient satisfaction in a digitally supported private hospital in Semarang City. A quantitative correlational analytical design was conducted from April to September 2026 among patients who had utilized digital healthcare services in 2025. From a population of 1,230 patients, 96 respondents were selected using purposive sampling. Data were collected through structured questionnaires measuring health insurance type and patient satisfaction and were analyzed using univariate analysis and the Spearman Rank test. Most respondents were aged 26–35 years (35.4%), female (56.3%), had higher education (51.0%), and used outpatient services (65.6%). The largest proportion had a moderate duration of insurance use (42.7%), while low healthcare utilization frequency was most common (45.8%). BPJS Kesehatan users represented 53.1% of respondents, and overall patient satisfaction was predominantly moderate (54.2%). Spearman Rank analysis demonstrated a statistically significant, strong, and positive relationship between health insurance type and patient satisfaction (p = 0.000; r = 0.602). The findings indicate that insurance type is meaningfully associated with differences in patient satisfaction and should be considered in efforts to strengthen equitable, patient-centered, and digitally supported healthcare services.
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References
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