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All Journal Advances in Community Services Research ANTHOR: Education and Learning Journal
Mursalim Tonggiroh
Universitas Yapis Papua, Indonesia
Religion Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Integrasi SERVQUAL dan MAIRCA untuk Evaluasi Pelayanan Administrasi BPJS di Rumah Sakit Marthen Indey Mursalim Tonggiroh; Gracelia Putri Blandina Moruk; Andrian Sah; Siti Nurhayati; Jusmawati Jusmawati
ANTHOR: Education and Learning Journal Vol 5 No 4 (2026): Anthor 2026
Publisher : Institut Teknologi Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/anthor.v5i4.1185

Abstract

Pelayanan administrasi BPJS Kesehatan pada poliklinik memengaruhi kelancaran akses pasien terhadap layanan medis. Rumah Sakit Marthen Indey belum memiliki mekanisme evaluasi terkomputerisasi yang mengukur kesenjangan kualitas layanan sekaligus menentukan prioritas perbaikan. Penelitian ini bertujuan mengembangkan sistem pendukung keputusan dengan mengintegrasikan metode SERVQUAL dan MAIRCA. Data dikumpulkan melalui observasi, wawancara, dan kuesioner kepada 30 pasien BPJS pada Juni 2026. Instrumen terdiri atas 40 pertanyaan yang mewakili delapan aspek pelayanan dan lima dimensi SERVQUAL. SERVQUAL digunakan untuk menghitung selisih persepsi dan harapan, sedangkan MAIRCA digunakan untuk menghasilkan urutan prioritas perbaikan berdasarkan nilai kebutuhan dan bobot dimensi. Seluruh aspek memperoleh nilai gap negatif. Sistem antrean menghasilkan gap terbesar, yaitu -0,94, dan kebutuhan perbaikan 0,94. Hasil MAIRCA menempatkan sistem antrean pada peringkat pertama dengan total gap 0,000000, diikuti penerbitan SEP sebesar 0,044928 dan verifikasi berkas BPJS sebesar 0,060035. Seluruh 21 skenario pengujian fungsional berhasil dan hasil perhitungan sistem sesuai dengan perhitungan manual. Sistem mendukung evaluasi pelayanan secara objektif, terukur, dan sistematis.
Community Services and Their Role in Enhancing Urban Resilience Khusnul Khotimah; Zakaria Zakaria; Yendra Yendra; Mursalim Tonggiroh
Advances in Community Services Research Vol. 3 No. 1 (2025)
Publisher : Yayasan Pendidikan Bukhari Dwi Muslim

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60079/acsr.v3i1.414

Abstract

Purpose: The research aims to comprehensively understand how community services—such as disaster preparedness programs, public health initiatives, and social support systems—fortify urban resilience by addressing diverse urban challenges. Research Design and Methodology: Employing a qualitative research approach, this study conducts an extensive literature review to identify and analyze how community services contribute to urban resilience. The methodology involves thematic analysis and cross-case comparisons to synthesize findings from relevant literature. Findings and Discussion: The findings highlight that community services are pivotal in fostering social cohesion, enabling collective action, and providing essential resources, enhancing communities' capacity to withstand and recover from crises. Disaster preparedness programs improve emergency response and recovery times, while public health initiatives address health-related vulnerabilities and support overall well-being. Social support systems, including welfare programs and housing assistance, mitigate economic hardships and promote social inclusion. Implications: Implications of this study suggest that policymakers and practitioners should focus on enhancing community engagement, investing in community services, and developing innovative models for their integration and sustainability. Future research should explore the long-term impacts of community services on resilience and identify best practices for their implementation across diverse urban contexts.
Co-Authors Andrian Sah Gracelia Putri Blandina Moruk Jusmawati Jusmawati Khusnul Khotimah Siti Nurhayati Yendra Yendra Zakaria Zakaria