Performance Assessment of Universal Health Coverage in Surabaya Focused on Customer Value

Universal healthcoverageis a government program in the health sector with the aim of providing service assistance to the community, however the program has not run smoothly. This was addressed in the presence of several obstacles in the field, and further research is necessary in solving the problems.Thepurpose of this research is to compile recommendations for improving the compliance of universal health coverage participantsin Surabaya from marketing perspectiveusing the Customer Value method.This activity was carried out in 2017 at the universalhealthcoverageoffice in Surabaya.

The method used for data collection was by analyzing existing secondary data and primary data obtained using questionnairesgiven to respondents with the characteristics of payment delinquencies, with a total sample of 30 respondents according to what Cohen (2007) mentioned thatquantitative research has a minimum sample of 30.Conclusions: (1) Group of respondents with the most overdue in universal health coverage payment based on the sex wasthe female group with a percentage of 73.3%. (2) Group of respondents with the most overdue in universal health coverage payment based on the range of age was between 26 to 35 years with a percentage of 36.7%. (3) Based on the Customer Value analysis, the following conclusions were drawn from the participants who were delinquent in paying the premiums: (a) Inperformance variable, participants stated that universalhealthcoverageservices were not satisfyingin both emergency conditions and overall services, (b) In service variable, participants stated that the universal health coverage office was difficult to access due to its location and poor service for both old and new participants, (c). In cost variable, the premium price for every service class was still less rational.