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Perilaku Keluhan Masyarakat Pengguna Jaminan Kesehatan Daerah Kulon Progo

Tri Novianto Sunyoto , Bevaola Kusumasari

2015 | Skripsi | Manajemen dan Kebijakan Publik (dh. Ilmu Administrasi Negara)

Abstract The purpose of this study is to understand the complaint-behavior of Regional Health Insurance (Jamkesda) beneficiaries in Kulon Progo. The research of the study used a mixed method, a method that combines two methods of research, which are qualitative research methods and quantitative research methods, were used in a study of together in order to obtain more comprehensive data. This study was conducted based on research data from previous research that has been done by the JMKP UGM in collaboration with TIFA Foundation in 2013 on the Complaints Management Model Development for Health Insurance Beneficiaries Group in Kulon Progo Regency. The study was conducted covering all over the Kulon Progo region with random respondents in each sub-district. The total respondents were 376 persons who are beneficiaries of the Regional Health Insurance (Jamkesda) of Kulon Progo. This research used of secondary data analysis. The analysis of secondary data includes interpretations, conclusions or even additional knowledge in other forms. This form of analysis is a repeated analysis with a different angle from the first result. The results of the study showed that the complaint-behavior of the Regional Health Insurance (Jamkesda) beneficiaries of Kulon Progo was in passive manner and did not complain even though they felt disappointed. Other part of the beneficiaries had submitted complaints they felt at some alternative procedures. This behavior was influenced by several factors, such as demographics (age, income, education, etc.), public comprehending about Regional Health Insurance (Jamkesda), responsiveness Regional Health Insurance (Jamkesda) organizers, cultural paternalism and public expectations about the complaint mechanism. Keywords : Consumen Behavior, Complaint Behavior, Jamkesda

Kata Kunci : Jaminan Kesehatan - Bantul(DIY)


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