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All Journal E-Jurnal Ekonomi Sumberdaya dan Lingkungan Jurnal Manajemen Terapan dan Keuangan Jurnal Paradigma Ekonomika IJBE (Integrated Journal of Business and Economics) Syntax Literate: Jurnal Ilmiah Indonesia Inovasi : Jurnal Ekonomi, Keuangan, dan Manajemen IRJE (Indonesian Research Journal in Education) Martabe : Jurnal Pengabdian Kepada Masyarakat Jurnal Surya Masyarakat JURNAL MANAJEMEN BISNIS Jurnal Manajemen Jurnal Ners Jurnal Surya Masyarakat Jurnal Pengabdian kepada Masyarakat Nusantara AL-FALAH : Journal of Islamic Economics Jurnal Pengabdian Masyarakat Madani Journal of Applied Nursing and Health International Journal of Science and Society (IJSOC) Jurnal Pengabdian Masyarakat : Pemberdayaan, Inovasi dan Perubahan Jurnal Keuangan dan Akuntansi Terapan (KUAT) Jurnal Perspektif Pembiayaan dan Pembangunan Daerah Legal Protection for the Partnership Agreement Parties Profit: Jurnal Manajemen, Bisnis dan Akuntansi Jurnal Karya Abdi Masyarakat Journal of Business Studies and Management Review Jurnal Riset Manajemen Jurnal Pengabdian Harapan Ibu (JPHI) Masip: Jurnal Manajemen Administrasi Bisnis dan Publik Terapan (JIMBE) Jurnal Abdimas Indonesia Influence: International Journal of Science Review Ebisnis Manajemen Master Manajemen Jurnal Inovasi Manajemen, Kewirausahaan, Bisnis dan Digital Asian Journal of Management, Entrepreneurship and Social Science Jurnal Manajemen Bisnis Digital Terkini Desentralisasi: Jurnal Hukum, Kebijakan Publik, Dan Pemerintahan Global Leadership Organizational Research in Management Journal of Humanities, Community Service, and Empowerment Edumaspul: Jurnal Pendidikan
Widiastuti, Fitri
Management Study Program, Faculty Of Economics And Business, University Of Jambi.
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Journal : Master Manajemen

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Kualitas Pelayanan dalam Menangani Keluhan Peserta pada BPJS Kesehatan di Kota Jambi Kinanti Eksa Putri; Dwi Kurniawan; Fitri Widiastuti
MASMAN Master Manajemen Vol. 4 No. 1 (2026): Februari: MASMAN : Master Manajemen
Publisher : Fakultas Ekonomi & Bisnis, Universitas Nusa Nipa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59603/masman.v4i1.1239

Abstract

The research entitled Service Quality in Handling Complaints of BPJS Kesehatan Participants in Jambi City aims to investigate the quality of BPJS Kesehatan services in handling participant complaints and identify improvement efforts that are carried out in a sustainable manner. This study uses a qualitative approach with a phenomenological design to understand participants' experiences, perceptions, and satisfaction levels in depth. Data was collected through interviews, observations, and documentation of participants and service officers, then analyzed through the stages of data reduction, data presentation, and conclusion drawing systematically. The results of the study show that the quality of service at BPJS Kesehatan Jambi City is relatively good, characterized by adequate facilities, relatively clear service procedures, information transparency, and high responsiveness of officers in following up on complaints. However, accessibility challenges are still found, especially for participants who have limitations in the use of digital technology and access to information. Improvement efforts such as the development of digital-based complaint channels, optimization of face-to-face services, improving officer competence, and consistently implementing standard operating procedures reflect the institution's commitment to improving the quality of public services effectively and sustainably.
Co-Authors Adila Solida Afi Parnawi Aidillah Amri Lubis, Wahdan Alif Tegar Jatmiko Andi Subandi Andy Amir Ary Dean Amri Asep Machpudin Asep Machpudin Asha Zabirra Asharah, Dina Az’zahra Machzunah B., Sylvia Kartika Wulan Bahri, Zainul Bella Debora Bintang Maharani Chairunnisa, Fitri Dahmiri Dandy Setiawan Darwisyah Darwisyah, Darwisyah Dea Ola Hotma Sari Aritonang deki Irawan Dian mala Fithriani Aira DWI HASTUTI Dwi Hastuti Dwi Hastuti Dwi Kurniawan Dwi Noerjoedianto Edward Edward Elliyana, Dessy Emilia Emilia erida erida Evy Wisudariani F. Husni Hasbullah, F. Husni Faradina Zevaya Firman Firman Fiska Putri Zulfani Fitriaty, Fitriaty Helen Parkhurst Hendriyaldi Hendriyaldi Heriberta Heriberta Hernando, Riski Idham Khalik Jaya Kusuma Edi Junaidi Junaidi Kartika, Sylvia Kinanti Eksa Putri Lubis, Paulina LUBIS, PAULINA M. Gunawan M. Pandu Jaya Kafilatullah MASBIROROTNI - Moh. Ihsan Muhammad Ridwansyah Muhammad Ridwansyah Mulyadi Raf Mulyadi Raf Mustakim Mustakim Nur Hasanah Nurhusna Parkhurst, Helen Parmadi Parmadi Paulina Lubis Putri Irwanti Sari Rafiqi Rafiqi Rafiqi Rafiqi Ramadhan, Raihan Fajri Rike Setiawati Riski Hernando Riski Hernando Rizal Jalil Rizki Fauzan Rohman Willian Rosyid, Garry Yuesa Sagita, Dora Sembiring, Rinawati Shahnaz, Muthia Shofia Amin Siga, Mustaqim Sry Rosita Sumarni Sumarni Sumarni Sumarni Sumarni Syafri, Rista Aldilla Sylvia Kartika Wulan Bhayangkari Teja Kaswari Tona Aurora Lubis WB, Sylvia Kartika Yenny Yuniarti Yudi Yudi Zainul Bahri Zulfina Adriani