Analisis Kepuasan Pengguna Terhadap Asuransi Kesehatan Swasta Sebagai Pilihan Perlindungan Kesehatan Karyawan Di PT Asuransi Jasa Indonesia
Novalina Boru Ginting Suka, Dr. Diah Ayu Puspandari, Apt., M.Kes, MBA, AAK
2025 | Tesis | MAGISTER KEBIJAKAN DAN MANAJEMEN KESEHATAN
Latar belakang: Sumber daya manusia
merupakan aset penting perusahaan yang perlu dijaga produktivitasnya melalui
kompensasi, termasuk jaminan kesehatan. PT Asuransi Jasindo (Jasindo)
memberikan perlindungan kesehatan bagi karyawan melalui JKN dan asuransi
swasta. Perubahan skema dari indemnity ke semi managed care memberikan batasan
provider maupun akses pengobatan. Kondisi ini mempengaruhi persepsi dan
kepuasan karyawan, sehingga penting diteliti lebih lanjut mengenai efektivitas
coverage asuransi kesehatan swasta di PT Asuransi Jasindo.
Tujuan: Penelitian ini bertujuan
menganalisis kepuasan pengguna terhadap asuransi kesehatan swasta sebagai
pilihan perlindungan kesehatan karyawan di Jasindo.
Metode Penelitian: Penelitian ini menggunakan
pendekatan kualitatif. Metode studi kasus dipilih untuk menyingkap makna
fenomena secara mendalam, tidak hanya sebatas penjelasan statistik. Dalam
kerangka grounded research, peneliti berperan sebagai instrumen utama yang bertugas
merumuskan, menganalisis, hingga menyimpulkan hasil penelitian.
Hasil: Hasil penelitian
menunjukkan bahwa persepsi karyawan terhadap asuransi kesehatan swasta umumnya
positif, terutama terkait manfaat jaminan dan fasilitas cashless. Tingkat
kepuasan cukup tinggi manfaat penyakit kritis dan proses klaim, meskipun masih
terdapat keluhan mengenai transparansi manfaat dan komunikasi polis.
Kesimpulan: Kesimpulannya, asuransi
kesehatan swasta bernilai bagi karyawan Jasindo, tetapi diperlukan perbaikan
transparansi, edukasi polis, dan standarisasi kualitas layanan untuk
meningkatkan kepuasan dan loyalitas.
Background: Human resources are
an essential asset of a company whose productivity must be maintained through
compensation, including health insurance. PT Asuransi Jasindo (Jasindo)
provides health protection for employees through the National Health Insurance
(JKN) and private health insurance. The shift from an indemnity scheme to a
semi-managed care model imposes restrictions on providers and treatment access.
This condition affects employee perception and satisfaction, making it
important to further examine the effectiveness of private health insurance
coverage at PT Asuransi Jasindo.
Objective: This study aims to analyze
user satisfaction with private health insurance as an option for employee
health protection at Jasindo.
Research Method: This research applies a
qualitative approach. A case study method was selected to reveal the meaning of
phenomena in depth, beyond statistical explanations. Within the framework of
grounded research, the researcher serves as the primary instrument responsible
for formulating, analyzing, and drawing conclusions from the findings.
Results: The findings show that
employees’ perceptions of private health insurance are generally positive,
particularly regarding insurance benefits and cashless facilities. Satisfaction
levels are relatively high in critical illness benefits and claims processes,
although complaints remain regarding benefit transparency and policy
communication.
Conclusion: In conclusion, private
health insurance provides value for Jasindo employees; however, improvements in
transparency, policy education, and service quality standardization are
required to enhance satisfaction and loyalty.
Kata Kunci : persepsi, kepuasan, profitabilitas, antisipatoris, kesetiaan, kualitas servis, perception, satisfaction, profitability, anticipatory, loyalty, service quality
