International Conference on Global Education V

“Global Education, Common Wealth, and Cultural Diversity”

THE INFLUENCE OF ROLE MANAGER AND SERVICE QUALITY

TO THE SATISFACTION OF BPJS ON PUBLIC HEALTH CENTER
LUBUK BUAYA PADANG

PURYANTO, S.AP, M.A.P

Lecturer of Public Administration Study Program
Email: puryantoyan@yahoo.com

ABSTRACT

This research is motivated by the manager role and service quality at Lubuk
Buaya Public Health Center which is still relatively low in providing public service
quality on health field, so it didn’t satisfied BPJS members. The purpose of this research
was to explain the manager role in improving the service quality and its satisfaction
influence to BPJS members at Lubuk Buaya Public Health Center, Padang City. This
research used a quantitative method with four exogenous variables; interpersonal
manager role (X1), informational manager role (X2), decisional manager role (X3), and
service quality (X4), besides one endogenous variable, was the satisfaction of BPJS
members (Y). This data were gathered through the questionnaires that had validated and
reliably first, not only in its contents, but also in its items. The participants of this
research were about 36.422 who were all BPJS members at Lubuk Buaya Public Health
Center, Padang City. This research used Slovin formula, with 5% standard error, so the
participants in this research were 396. The sample in this research was collected in two
ways: (1) cluster sampling technique, and (2) proportional stratified random sampling
technique. This analysis used regression and path analysis. The findings showed that
this model, except the interpersonal satisfaction influence, can be used as a new model
in public service, especially at Lubuk Buaya Public Health Center, Padang City, in order
to improve the satisfaction of BPJS members for their health service field.

Keywords: Manager Role, Service Quality and The Satisfaction of BPJS Members

A. Background of the Problem

The management service public executed by the government in this time which
concerns to fulfillment rights civil and basic needs in various service sectors, it does not
work well with desire of the demands of society and one of them is in the field of
health. Health is one of the very important elements of life in national development to
realize Indonesian man. Health development aims to provide opportunities as much as
possible for people to obtain optimal health status which manifested among other things
by building health centers throughout Indonesia (Health Act 23 of 1992; 3). In this case,
Public Health Center Lubuk Buaya Padang is the unit of health services in the districts
of Koto Tangah which carry out operational tasks with previous health development of
PT. Health Insurance to the Social Security Agency for the national social security

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International Conference on Global Education V
“Global Education, Common Wealth, and Cultural Diversity”

system is a state program that aims to provide certainty protection and social welfare for
all citizens (Act BPJS No. 24 of 2011; 1) Therefore, Public Health Center Lubuk Buaya
Padang required to always improve the services. The management of Public Health
Center Lubuk Buaya Padang has to determine the needs of patients carefully as effort to
meet the expectations or desires and to enhance the participants' satisfaction with the
services provided by BPJS. In this study, there are two factors that influence BPJS
participant’s satisfaction namely the role of the manager and the quality of service.
Observations were conducted to identify the effect of quality of service and the
role of the manager through BPJS participant’s satisfaction provided by Public Health
Center Lubuk Buaya Padang, based on the dimensions of service quality. The
formulation of the problem in this research are: (1) whether there is a direct effect of the
role of inter-personal manager the gratification in BPJS participants; (2) whether there is
a direct influence on the role of manager informational of BPJS participant’s
satisfaction; (3) whether there is direct influence on the role of manager decisional
through BPJS participant’s satisfaction; (4) whether there is direct influence on the
quality of service to satisfaction of BPJS participants; (5) whether there is any direct
effect to the role interpersonal managers to service quality; (6) whether there is a direct
effect to informational role of manager to service quality; (7) whether there is a direct
effect of decisional role manager to service quality; (8) whether there is indirect effect
on the role of manager interpersonal to BPJS participant’s satisfaction through quality
of service; (9) whether there is indirect effect to the role of manager informational BPJS
participant’s satisfaction through quality of service; (10) whether there is indirect effect
on the role of manager decisional BPJS participant’s satisfaction through quality of
service.
According to (Mintzberg Henry, 1989; 15) explains that there are three main
roles played by each manager, namely (1) the role of interpersonal as role as a figure
(carry out ceremonial activities and social, as the representative of the organization
concerned); a leadership role; role as a link (the liaison role), especially with outsiders.
(2) the role of informational manager, namely the role of the recipient (receiving
information about operational organization); role as a disseminator of news or
information (pass information to the subordinates); role as a spokesman (passing on
information to those who are outside the organization concerned). (3) The decisional
role is the role of the entrepreneur; role cope with disturbances; role as a party to

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International Conference on Global Education V
“Global Education, Common Wealth, and Cultural Diversity”

allocate there sources; role as the mediator (face a wide range of people and groups of
people). Other factors that can improve people's satisfaction of the administration in
public services, especially health services is the quality of service.
Service quality can be measured by using five dimensions. According to the fifth
dimension (Zethami, V.A,A. Parasuraman, and L.L. Berry, 1990; 12-40), namely: (1)
tangibles (physical evidence) is the ability of an organization to demonstrate the
existence to external parties. Appearance and abilities of physical infrastructure and
surrounding environment is clear evidence of services provided by service providers;
(2) reliability is the organization's ability to provide services which have accurate and
reliable ; (3) responsiveness is the willingness to help and provide fast service and the
right to the customer, with clear explanation about information; (4) assurance
(assurance and certainty) is knowledge, politeness, and the ability of employees to foster
trust the customer to service provider organizations. It consists of several components,
such as communication, credibility, security, competence and courtesy; (5) empathy
namely to provide genuine care or individuals that is provided to customers by striving
to understand the customer's wishes.
People's satisfaction (Lanin Dasman 2010; 228-237), satisfaction is an overview
of the overall public assessment by the public response to the service which they
received. Other opinions stated by (Lanin Dasman 2014; 6), that the satisfaction of the
people of the services provided by the service provider can be defined by using
statements satisfaction and positive statement of negative satisfaction by formula K> H
= P UAS and K <H = Dissatisfied, and if K = H means neutral. Satisfaction of the
people is one of the successful factors in an institution providing services. Customer
satisfaction is depends on the expectations of the customer, therefore, customer
satisfaction strategy should be preceded by detailed and accurate knowledge of the
customer's expectations.

B. Method
This study uses quantitative methods which consisted of four exogenous
variables, namely the role of the manager interpersonal variables (X1), the role of
manager of informational (X2), the role of the manager decisional (X3) and quality of
service (X4), and the endogenous variables namely BPJS participant satisfaction (Y).
The data were collected through questionnaires that have been validated and reliable in

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International Conference on Global Education V
“Global Education, Common Wealth, and Cultural Diversity”

advance either from the content and the items empirical testing in the field. The
population in this study are all participants from the BPJS in Public Health Center
Lubuk Buaya Padang amounts to 36.422 people. Moreover, the number of samples
obtained through use of the formula Slovin, with a standard error 5%, so that the
respondents in this research were 396 people. The sample was drawn in two ways: (1)
cluster sampling technique; and (2) random proportional stratified sampling technique.
The technique uses were regression analysis and path analysis.

C. Results of Discussion
1) Direct Impact of Manager Interpersonal Role toward Satisfaction
Based on the findings there is no influence between manager interpersonal
role with BPJS participant’s satisfaction because it turns out the resulting
significance level of 0.124 is greater than 0.05, so that interpersonal manager role
cannot be continued with path analysis (path analysis).It shows manager
interpersonal role does not affect BPJS participant satisfaction on Public Health
Center Lubuk Buaya Padang.
2) Direct Impact of Manager Informational Role to ward Satisfaction
The result in this research conducted has great contribution rate or the
influence of the role of manager of the informational to the satisfaction of
participants BPJS at Public Health Center Lubuk Buaya Padang amounted 0.078
and direct influence between managers informational role of service quality that is
0.006084 with the significance value of 0.000 is smaller than α = 0:05. Thus it can
be explained that the role of the manager informational trustworthy 95% have
directly impact to BPJS participants’ satisfaction in Public Health Center Lubuk
Buaya Padang. It means that manager informational role such as the role as the
recipient of the information, the role of disseminator of information, and role as
spokesperson was crucial to create satisfaction for all three roles which proven have
impact to the level of BPJS participant satisfaction in Public Health Center Lubuk
Buaya Padang.
3) Direct Impact of Decisional Manager Role toward Satisfaction
The result of this studies conducted have contributed or large numbers
between the role of the decisional manager which have influence on the BPJS
participants’ satisfaction at Public Health Center Lubuk Buaya Padang amounted to

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International Conference on Global Education V
“Global Education, Common Wealth, and Cultural Diversity”

0.107 and directly influence the decisional manager role to BPJS participants’
satisfaction in Public Health Center Lubuk Buaya Padang is 0.01145 with a
significance value of 0.000 is smaller than α = 0.05. Thus it can be explained that
the role of the manager decisional be trustworthy 95% have direct impact on the
BPJS participants satisfaction in Public Health Center Lubuk Buaya Padang. It
means that the role of the decisional manager such as the role as entrepreneurs, a
role which overcome the interference, the role as the allocator of resources and the
role of intermediaries it was crucial to create satisfaction.
4) Direct Impact of Service Quality towards Satisfaction
The result of this study conducted has the contribution rate or the influence
between the quality of service to BPJS participants’ satisfaction at Public Health
Center Lubuk Buaya Padang is equal to 0.027 and direct impact between service
quality to BPJS participants’ satisfaction is 0.00073 with a significance value of
0.000 is smaller than α = 0:05. Thus it can be explained that the quality of service
to be trustworthy 95% have direct impact to BPJS participants’ satisfaction in
Public Health Center Lubuk Buaya Padang, with indicators or factors that influence
BPJS participants’ satisfaction in the variable quality of service as a guarantee or
assurance, empathy, tangibles, reliability, responsiveness, it was crucial to create
satisfaction for warranty or assurance, empathy, tangibles, reliability,
responsiveness proved capable of affecting BPJS participants’ satisfaction in Public
Health Center Lubuk Buaya Padang.
5) Direct Impact of Interpersonal Manager Role toward Service Quality
The result of this study conducted to produce large numbers of contribution
or influence between the role of interpersonal managers to service quality at Public
Health Center Lubuk Buaya Padang amounted to 0.035 with a direct influence
between the role of interpersonal managers to service quality is 0.00122 5 with a
significance value of 0.000 is smaller than α = 0:05. Thus it can be explained that
the role of interpersonal managers to be trustworthy 95% have direct impact on the
quality of care in Public Health Center Lubuk Buaya Padang. It means that
interpersonal manager role as symbolic role (figurehead), the role of leader, liaison
role is decisive to create satisfaction for all three roles are proven to influence level
of service quality.

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International Conference on Global Education V
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6) Direct Impact Informational Manager Role toward Service Quality

The result of this research conducted has a number of contribution or the
influence of the informational manager role to service quality at Public Health
Center Lubuk Buaya Padang amounted 0.080 and a direct influence between the
role of informational manager to service quality that is 0.0064 with a significance
value of 0.000 is smaller than α = 0:05. Thus it can be explained that the role
informational manager trustworthy 95% have direct impact on the quality of care in
Public Health Center Lubuk Buaya Padang. It means that the role informational
managers as role as the recipient of the information, the role of disseminator of
information, and the role as spokesman which determine participants’ satisfaction.
7) The Impact of Decisional Manager Role towards Services Quality
The result of this study conducted has a number of contribution or large
influence between managers decisional role of service quality at Public Health
Center Lubuk Buaya Padang amounted 0.100 and a direct influence between the
role of the manager decisional the quality of service that is 0.01 with a significance
value of 0.000 overall smaller than of α = 0:05. Thus it can be explained that the
role of decisional managers to be trustworthy 95% have direct impact on the quality
of care in Public Health Center Lubuk Buaya Padang. It means that the manager
role is to be relevant to the role of such decisional role as entrepreneurs, a role
which overcome the interference, the role as the allocator of resources and the
mediator role which was crucial to create satisfaction because of the fourth role is
proved has influence the level of service quality.
8) The Impact of Interpersonal Manager Role toward Satisfaction through
Service Quality
Based on the findings, it found that there is no influence between the role of
interpersonal managers to BPJS participant’s satisfaction toward the service quality,
the result of significance level of 0.124 is greater than 0.05, so that the role of the
interpersonal manager variables cannot be passed by using path analysis. It shows
the role of interpersonal manager does not affect the BPJS participant’s satisfaction
at Public Health Center Lubuk Buaya Padang. In other words, the role of
interpersonal manager as the figure (carry out activities ceremonial and social, as a
representative of the organization), as a leader, as a link (the liaison role),
especially with the outsiders cannot be a factor which determine the level of BPJS

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International Conference on Global Education V
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participant’s satisfaction toward the service quality in Public Health Center Lubuk
Buaya Padang.
9) The Impact of Influence Informational Manager toward Satisfaction through
Service Quality
The results showed that there is indirect impact between the role
informational manager of BPJS participant’s satisfaction through service quality.
Based on the calculation and data processing, it found that there is indirect
contribution to the role of informational manager in BPJS participant satisfaction
through the service quality is equal to 0.00017. The role of informational manager
effect the BPJS participant satisfaction in Public Health Center Lubuk Buaya
Padang. This direct impact also means that BPJS participant satisfaction would
increase if the service quality is also improved. In addition, there is direct impact
between the role of informational manager to the BPJS participant’s satisfaction,
informational manager roles also have an indirect impact of BPJS participant
satisfaction by improving the service quality at the Public Health Center Lubuk
Buaya.
10) The Impact of Decisional Manager toward Satisfaction through Service
Quality
The results showed that there is indirect impact between the role of
decisional manager toward BPJS participant’s satisfaction through service quality.
Based on the calculation and data processing, it found that there is indirect impact
to the role of decisional manager toward BPJS participant satisfaction through the
service quality is equal to 0.00029. The role of the decisional manager effect on
BPJS participant’s satisfaction in Public Health Center Lubuk Buaya Padang. It
means that BPJS participant satisfaction would increase if the service quality is also
improved. In addition, there is a direct impact between the role of the decisional
manager to BPJS participants satisfaction, decisional manager role also have an
indirect impact to BPJS participant satisfaction by improving the service quality at
the Public Health Center Lubuk Buaya Padang Puskesmas.
Based on the analysis results of hypothesis testing in each exogenous
variables toward endogenous variables above, as well as a study model of path
analysis which were used by the researchers, it can be presented the overview of the
path coefficients result as illustrated below:

2552 Universitas Ekasakti, Padang, 10 – 11 April 2017

International Conference on Global Education V
“Global Education, Common Wealth, and Cultural Diversity”

Figure 1

Interpersonal Informasional Decisional

Manager’s Manager’s Role Manager’s Role
Role(X1) (X2) (X3)
- Entrepreneur
- Figurehead - Monitor - Disturbance
- Leader - Disseminator Handler
- Liaison - Spokesman - Resource
Allocator
- Negotiator

0.035 0.080 0.100

(0.001225) (0.0064) (0.01)

Service Quality (X4)

p€1 0.945

0.027 0.078 0.107

(0.00073) (0.006084) (0.01145)
BPJS Participant’s Satisfaction
(Y)

p€2
0.887
D. Conclusion
The result in this research has found that there is a hypothesis model that could
be used asa new model in service public at Public Health Center Lubuk Buaya Padang
which can increase BPJS participants’ satisfaction especially in services in the field of
health. BPJS participants satisfaction could upgraded through enhancement of three
exogenous variable namely, the role of informational manager, role of the decisional
manager and the quality of service and it proved through the upgraded enhancement of
three exogenous variables namely the role of the interpersonal manager, the role of
informational manager, the role decisional manager. Finally, it proven that conceptual
framework in this research could be used as a new model in service public management
especially for health service in Public Health Center Lubuk Buaya Padang.

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International Conference on Global Education V
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2554 Universitas Ekasakti, Padang, 10 – 11 April 2017