Evaluating Analyzing the Performance of BPJS Kesehatan in Improving Healthcare Service Quality at Kotabumi Branch
Keywords:
BPJS Kesehatan, healthcare service quality, service dimensions, qualitative analysis, KotabumiAbstract
This study investigates the performance of BPJS Kesehatan at the Kotabumi Branch in enhancing healthcare service quality. Utilizing a descriptive qualitative research design, data were collected through semi-structured interviews with key informants and document analysis of performance reports. The study focuses on five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Findings reveal that while the Kotabumi Branch meets standards in physical facilities and staff responsiveness, challenges persist in reliability due to inconsistencies in medical supply availability and in responsiveness during peak hours. Assurance is generally high, with staff providing accurate guidance, and empathy is a strong point, with staff demonstrating genuine concern for beneficiaries. Key challenges include inadequate program awareness among marginalized communities and perceived discrimination between BPJS and private insurance participants. Recommendations for improvement include enhanced maintenance protocols, better supply management, increased staff training, and targeted outreach programs.
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