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All Journal Media Trend: Berkala Kajian Ekonomi dan Studi Pembangunan International Journal of Economics Management and Social Science Jesya (Jurnal Ekonomi dan Ekonomi Syariah) YUME : Journal of Management Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi dan Pelayanan Publik UTAMAX : Journal of Ultimate Research and Trends in Education Journal La Bisecoman Jurnal Manajemen dan Organisasi Review (MANOR) Journal Online Manajemen ELPEI (JOMEL) Journal of Management and Administration Provision POMA JURNAL Maroon Journal De Management
Sri Adrianti Muin
Universitas Fajar
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Social Sciences Other

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The Influence of Service Quality on BPJS Employment Participant Satisfaction and Trust Muin, Sri Adrianti; Yusri, Yusri; Imran , Besse Imrayani; Kasno, Kasno
Journal of Management and Administration Provision Vol. 5 No. 3 (2025): Journal of Management and Administration Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jmap.v5i3.674

Abstract

This paper examines how service quality affects satisfaction and trust among its participants of BPJS Employment which is the employment insurance agency of the state in Indonesia. Based on SERVQUAL approach, the study decomposes service quality into its five central dimensions, which include; service tangibles, service reliability, service responsiveness, service assurance, and service empathy, and determines their ability to predict satisfaction among the participants. An explanatory quantitative study with a structured questionnaire given to 370 sampled participants was used in the study; the samples had been stratified randomly. Using regression and mediation tests, it can be found that each dimension of service quality has a significant impact on satisfaction and, among them, empathy (beta= 0.242) and responsiveness (beta= 0.226) are the most notable ones. Trust is also majorly affected by satisfaction (beta = 0.456) and the ability of satisfaction as mediator between service quality and trust is confirmed using a Sobel test (z = 5.75, p < 0.001). The results are convincing of the essential roles of emotionally intelligent and participant-service in administration in social welfare institutions whose interpersonal treatment can be more vital than structural efficiency in establishment institutional legitimacy. In addition to verifying existing theories, the present research will provide theoretical progress in the literature on management as it shows the role of satisfaction as the strategic mediator of the process of building trust, not just as the evaluative final state.
The Influence of Information Technology Utilization on Service Effectiveness at BPJS Employment Muin, Sri Adrianti; Indrayanti, Evi; Aldiansyah, Andi; Tamsil, Erni
Maroon Journal De Management Vol. 2 No. 3 (2025): Maroon Journal De Management (MJDM)
Publisher : Generasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37899/mjdm.v2i3.189

Abstract

In this paper, the author considers the effects of information technology (IT) application on the service effectiveness at BPJS Employment, one of the major providers of social insurance in Indonesia. Quantitative method was used to collect data using structured questionnaires to 120 respondents, of which 120 are staff and the remaining are service users. Inferential statistical tests such as correlation and regression analysis have indicated that IT utilization and service effectiveness have strong and significant positive relationship. According to the regression model, the use of IT was used to explain the difference in the service effectiveness with a standardized coefficient of 0.742 and p-value of less than 0.001. The results indicate that online registration, automated claims, and mobile systems enhance greatly the value of service, efficiency, speed, and accuracy. The findings offer empirical information regarding e-governance procedures in Indonesia, which is important to supplement the current literature that mostly focuses on qualitative approaches. The study, with a quantitative analysis, contributes to the debate on the way digital tools can change the public service institutions. In general, the study shows that it is imperative to empower IT infrastructures, to train its users, and to advocate digital literacies to continue to streamline service delivery and to make the public sector institutions in Indonesia sustainable.
Effectiveness of Internal Supervision Functions at the Local Government Level: A Case Study: JEL Classification: M42, H83, D73, M48, G34 Muin, Sri Adrianti; Budiman, Budiman; Samad, Abdul
Journal La Bisecoman Vol. 6 No. 4 (2025): Journal La Bisecoman
Publisher : Newinera Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37899/journallabisecoman.v6i4.2519

Abstract

This study aims to evaluate the effectiveness of internal audit functions at the regional government level through a case study at the Regional Inspectorate of Wajo Regency. The research is motivated by the critical role of internal audit in supporting good governance, as well as the limited literature and lack of standardized measures of internal audit effectiveness, particularly in Indonesia’s public sector. A qualitative approach with a case study strategy was employed, utilizing in-depth interviews, direct observation, and documentation. The analysis focused on management and stakeholder perceptions of internal audit effectiveness based on five key factors: independence, competence, audit scope, audit performance, and management support. The findings reveal that the effectiveness of internal audit is strongly influenced by the quality of adherence to internal audit standards and the level of managerial support. The study also highlights the interplay between internal and external factors in shaping the performance of internal audits, analyzed through the lens of institutional theory. This research contributes to the development of both theory and practice of internal audit in local government contexts and recommends enhancing auditor competence and strengthening managerial commitment to optimize oversight functions.
Development Strategy of Virgin Coconut Oil Bumdes in Collection: JEL Classification: I21, I28, I31, H52, C83 Rusdan, Rusdan; Yunus, Mujahid; Muin, Sri Adrianti
Journal La Bisecoman Vol. 7 No. 1 (2026): Journal La Bisecoman
Publisher : Newinera Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37899/journallabisecoman.v7i1.2544

Abstract

This study aims to analyze the development strategy of Virgin Coconut Oil (VCO) implemented by BUMDes Bersama Karang Unarang Sejahtera in Sebatik District. The main focus of this research is to identify supporting factors, inhibiting factors, and the strategies applied to optimize local potential through the VCO product. The method used is a descriptive qualitative approach, with data collection techniques including in-depth interviews, field observations, and documentation. Research informants included BUMDes managers, production workers, raw material suppliers, village government representatives, and local community members. The findings show that the VCO development strategy involves planning stages, community involvement, technical training, and gradual marketing through social media and local events. The main supporting factors are the abundant availability of coconut raw materials, government support, and active community participation. Meanwhile, the inhibiting factors include limited technology, constraints in digital marketing, and the underdevelopment of product legality. This research recommends increasing human resource capacity, continuous policy support, and expanding distribution networks to strengthen product competitiveness in broader markets.
Analysis of Obstacles and Strategies for Accelerating Accreditation of Motor Vehicle Testing Units : JEL Classification: H83, L98, R48, M10, O18 Fadli, Fadli; Muin, Sri Adrianti; Wahyu, Wahyu
Journal La Bisecoman Vol. 7 No. 2 (2026): Journal La Bisecoman
Publisher : Newinera Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37899/journallabisecoman.v7i2.2561

Abstract

This study aims to analyze barriers and formulate strategies to accelerate the accreditation of the Nunukan Regency Transportation Agency's Motor Vehicle Inspection Technical Implementation Unit (UPT PKB). Accreditation is a requirement of the Ministry of Transportation to ensure service quality, safety, and compliance with national standards. To date, the Nunukan Regency UPT PKB has not yet obtained accreditation, resulting in weak formal legitimacy and poor quality of public services in the motor vehicle inspection sector. This study used a qualitative method based on case studies. Data were collected through in-depth interviews and field observations, and then analyzed using the Miles & Huberman interactive model. The analysis focused on the application of the “Plan-Do-Check-Act” (PDCA) framework, integrated with Total Quality Management (TQM) principles, to identify barriers and develop continuous improvement strategies. The results indicate that barriers to accelerating accreditation stem from three main categories. Internal factors include limited human resources, substandard facilities and infrastructure, and incomplete quality documentation. External factors include budgetary constraints, difficult geographical conditions, weak inter-institutional coordination, and the absence of regional regulations. Structural and bureaucratic factors include weak synergy between DPOs and a lack of urgency regarding the accreditation process.
Co-Authors Abd Malik Abdul Gani Abdul Majid Bakri Abdul Samad Ade Irma Suryani Aldiansyah, Andi Ana Rosida Andi Farisnah Anwar Anshar, Nur Azizah Arif, Muhammad Ridwan Arman Arman Atmabrata, Cahyadi Bahi, Musriaddin Djabar, Sadly Abdul Duriah Fadli Fadli Fahrul Kahfi Gunawan Gunawan Halik, Johan Hamid, Mulyadi Hasmiati Hasmiati Hasniaty, Hasniaty Hasniaty, Sri Kurniawati, Hasniaty Ibrahim Jamal, Dian Imran , Besse Imrayani Indradewa, Rhian Indrayanti, Evi Kasno Kasno Khusna, Dwi Asmaul L. Lisnawati Latief, Andi Bachtiar Linda, Tri Muh Taslim Muhammad Ridwan Arif Mujahid Mujahid Mujahid Mujahid Mujahid, Mujahid Muliyadi Hamid Mulyadi Hamid Nasyirah Nurdin Nur Azizah Anshar Nurjannah Jabbar Nurmadhani Fitri Suyuthi Pailan, Yan Tambaru Rahim, M.Akbar Rusdan Rusdan Saputro, Lukasiwan Eddy Sholichah, Anis Siera, Alfa Siti Zulaikah St. Rukaiyah Tamsil, Erni Taslim, Muh Wahyu Wahyu Wahyuni Sakka Windi Azzahra Yusri Yusri