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IRA NURIYA SANTI
Jurusan Manajemen, Fakultas Ekonomi, Universitas Tadulako
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An Analysis of Service Quality at the Palu City Branch of Badan Penyelenggara Jaminan Sosial Health Farah, Cheko; Santi, Ira Nuriya; Sutomo, Maskuri; Farid, Farid
Jurnal Akuntansi, Keuangan, dan Manajemen Vol 7 No 2 (2026): Maret
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v7i2.4756

Abstract

Purpose: This study aims to analyze the quality of public services at the Badan Penyelenggara Jaminan Sosial (BPJS) Health Office of Palu City based on five dimensions of service quality. Research Methodology: This study employed a qualitative method with a descriptive approach. Data were collected through direct observation and in-depth interviews with BPJS Health employees and service participants at the BPJS Health Office of Palu City. The data were analyzed using qualitative descriptive techniques to capture participants’ perceptions of service performance. Results: The findings show that the five dimensions of service quality tangibles, empathy, reliability, responsiveness, and assurance are categorized as good. Among these dimensions, reliability is the strongest aspect, indicating that BPJS Health employees provide services accurately, consistently, and responsibly. Public satisfaction with the services is also categorized as good. Conclusions: This study concludes that the overall quality of public services at the BPJS Health Office of Palu City is good and effective in meeting community expectations. Nevertheless, continuous improvement is still required, particularly in strengthening service-supporting infrastructure. Limitations: This study was limited to a single BPJS branch office; therefore, the findings cannot be generalized to all BPJS Health offices in Indonesia. Contributions: This study provides empirical evidence on the implementation of service quality in public health insurance services and can serve as a reference for improving infrastructure and strengthening employee reliability to enhance public service performance.
Co-Authors Abd. Rasyid Syamsuri Adfiyani Fadjar Akbar Riswandi Amier, Amran Nawir Amir, Mirna Andhika Dwitama Andi Indriani Ibrahim ANISAH Annaliah, Febrizha Asriadi Asriadi Asriadi Aun Ramlah Maharani Barkat Ansari Benyamin Parubak Chalil Chalil CHALIL, CHALIL Cici Rianty K. Bidin Darman, Darman Dian Rahmawati Dianafakroh, Dianafakroh Dinda Maharani Djibran, Moch Aedil Elimawaty Rombe Erwan Sastrawan Faikaturrahma Farah, Cheko Farid Farid Farid Farid Farid Farid Farid, Farid Fitriah Hartanti Harnida Wahyuni Adda Hesti Evrianti Hilda Monoarfa idiljan, Desri komala sari Idris Idris Ihksan, Ihksan Iwan Iwan Juliana Kadang KORNELIUS, YOBERTH Lamusa, Faruq Laorensia Yolanda Sundah LISTANTO, DEDE KURIANG Magfira Malarante, Narita Maskuri Sutomo Masliati Milany, Audy Putri Moh. Ali Murad Mohammad Ega Nugraha Mohammad Zeylo Auriza Muhammad Faisal Muhammad Randi Satrio Muhammad Riswandi Palawa4 Muis, Yuyun Ramadhani Munawarah Muslimin Muslimin Muslimin Muslimin Muzakir Nada Afisa Ad’jen Nazarina, Tiara Ni Luh Dita Yanti Niken Nazira Kinsky Niluh Putu Evvy Rossanty Novia Widyasari Nur Riski Islianty Nurdin, Jurana Nurmiati Nurmiati Oktavianus Palawa, Muh. Riswandi Parani, Syamsul Bachri Dg Parani, Syamsul Bahri Parani, Syamsul Bahri Dg. Parawangsa, Indra Ponirin Ponirin Ponirin Ponirin Ponirin, Ponirin Pravitasari, Dea Pricylia Chintya Dewi Buntuang Rahmat Mubaraq Ramadhani, Jihan Ramlah Ramli Hatma Randang, Viany Fransiska Razak, Abd Rian Risendy Rifky Juliansyah Riska Rosida P. Adam Ryan Ryan Setiawan Mandala Putra Siti Fajaria Siti Riskiana Sri Ayu Suci Maharani Sri Wahyuni Sri Wanti Sri Wanti Suardi Suardi Sulaeman Miru Surayya SURYA NINGSIH Syafiqa Syahir Natsir Syamsul Bachri Syamsul Bachri Syamsul Bachri Syamsul Bahri Dg. Parani Syarifaini Tahyudin Tahyudin Talita, Febrina Tambaru, Rachman Thahir, Harifuddin Umar Syarifuddin USWATUN HASANAH Wahyunga, Wahyunga Wahyuningsih Wahyuningsih Wahyuningsih Wahyuningsih Wanti, Sri Wiri Wirastuti Yea Aprilia Silvana YUYUN DESTI INDRAWATI Zakiyah Zahara Zalyanti, Nur Afni