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All Journal Publicness: Journal of Public Administration Studies
Abellia Syahrani
Universitas Bengkulu
Social Sciences

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Kualitas Pelayanan Pengajuan Klaim Jaminan Kecelakaan Kerja (JKK) di BPJS Ketenagakerjaan Bengkulu Abellia Syahrani; Sugeng Suharto; Yorry Hardayani
PUBLICNESS: Journal of Public Administration Studies Vol. 5 No. 3 (2026): PUBLICNESS: Journal of Public Administration Studies
Publisher : Policy, Law and Political Research Center

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/publicness.v5i3.425

Abstract

This study aims to describe and analyze the quality of service in processing Work Accident Insurance (JKK) claims at the BPJS Ketenagakerjaan office in Bengkulu. The background of this study is based on the importance of public services that are fast, accurate, transparent, and responsive in fulfilling the rights of participants in the employment social security program, especially since obstacles are still encountered in both manual and online services, such as long lines, incomplete documentation, network disruptions, and participants’ limited understanding of digital services. This study employs a descriptive qualitative approach. Data collection techniques included observation, interviews, and documentation. Research informants consisted of the Head of the Service Division, service staff, and members of the public who use the services of the Bengkulu BPJS Ketenagakerjaan. The analysis of service quality was based on five dimensions: tangible evidence, reliability, responsiveness, assurance, and empathy. The results indicate that the quality of service for JKK claim submissions has generally been quite good. The tangibles dimension is supported by adequate service facilities, the neat appearance of staff, and the use of digital tools. The reliability, assurance, and empathy dimensions also demonstrate good implementation through consistent procedures and service that is secure, transparent, friendly, and non-discriminatory. However, responsiveness still needs to be improved, particularly in terms of providing information on requirements from the outset, managing waitlists, and assisting participants in using digital services. This study recommends improving infrastructure, raising awareness of procedures, and continuously optimizing digital services.
Co-Authors Hardayani, Yorry Suharto, Sugeng