Analyzing The Effect of Business Process Management on Business Process Performance and Organizational Performance at BPJS Kesehatan Sedy Fajar Muhamad, Ratih Dyah Kusumastuti
Department of Management, Faculty of Economics and Business, Universitas Indonesia
Abstract
As an institution appointed by the Government of Indonesia to implement the National Health Insurance Program, BPJS Kesehatan needs to implement business process management to obtain effective business processes in achieving performance targets. This study aims to analyze the effect of business process management on business process performance and organizational performance. The research is carried out quantitatively by distributing questionnaires to 71 BPJS Kesehatan Branch Offices spread over 29 provinces in Indonesia. The Partial Least Square-Structural Equation Modeling (PLS-SEM) approach is used to process the data, and the measurement items are adopted from previous studies. Results of the validity and reliability tests show that all the measurement items are valid and reliable. The results of hypothesis testing indicate that business process management has a significant and positive effect on organizational performance through the mediation of business process performance. The results also indicate that the relationship between business process management and organizational performance, as well as business process performance and organizational performance, both show a positive and significant effect. This research is expected to help BPJS Kesehatan managers to better manage the business process management, while for the insurance industry in general, the results can be used to improve business process management to achieve higher firm performance.
Keywords: Business process management- Business process performance- Organizational performance- BPJS Kesehatan
Topic: Strategic Management and Ecosystem Business
