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All Journal Jurnal Pahlawan Socius: Social Sciences Research Journal
Fadilla, Anisa Nur
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Religion Arts Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice

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ANALISIS PELAYANAN BPJS DI INDONESIA DALAM MENINGKATKAN KESEJAHTERAAN MASYARAKAT DENGAN PENDEKATAN PROBLEM TREE ANALYSIS Sukardi, Salsa Izza Shafinaz; Fadilla, Anisa Nur; Al Amin, Muhammad Noer Falaq
Jurnal Pahlawan Vol. 7 No. 1 (2024): JURNAL PAHLAWAN
Publisher : Pahlawan Tuanku Tambusai University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jp.v7i1.27460

Abstract

This research aims to identify problems in BPJS services in Indonesia in improving community welfare using a problem tree analysis approach. The problem tree analysis method is used in this research to identify the root of problems in BPJS services, to provide a clearer picture, more appropriate solutions, good treatment priorities, as well as a structured evaluation and improvement process for BPJS services in the future. The research results revealed several main problems in BPJS services, such as low service quality, lack of service management, employee discriminatory behavior, and limited facilities and infrastructure. These problems violate the principles of good governance, such as the supremacy of law, effectiveness, efficiency, equality, accountability, and transparency. This condition makes it difficult for people to access quality and timely health services and can have a serious impact on people's health and welfare. This research suggests the need to increase supervision, optimize coordination, train employees, distribute facilities and infrastructure, and implement a reward and punishment system to improve the quality of BPJS services. With planned improvement efforts, it is hoped that BPJS Health services can provide optimal benefits for the health and welfare of the Indonesian people as a whole.   Keywords: Service, BPJS, Good Governance, Problem Tree Analysis
The Effect of Customer Experience and Perceived Value on Tourist Satisfaction among Sidoarjo City Tour Bus Users Fadilla, Anisa Nur; M, Meirinawati; Fanida, Eva Hany; Niswah, Fitrotun
Socius: Jurnal Penelitian Ilmu-Ilmu Sosial Vol 3, No 6 (2026): Januari
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18371566

Abstract

This study aims to analyze the influence of customer experience and perceived value on tourist satisfaction among users of the Sidoarjo City Tour Bus as a form of public tourism transportation service. The Sidoarjo City Tour Bus represents a regional government service innovation intended to support tourism development while improving urban tourism accessibility. This study employs a quantitative approach using a survey method involving tourists who used the Sidoarjo City Tour Bus. Data were collected through questionnaires distributed to 99 respondents and analyzed using multiple linear regression with the assistance of SPSS software. The results indicate that customer experience does not have a significant effect on tourist satisfaction, suggesting that the experiences perceived by users are still subjective and not consistently felt by all service users. In contrast, perceived value has a positive and significant effect on tourist satisfaction, making it the most dominant variable in influencing satisfaction among Sidoarjo City Tour Bus users. These findings indicate that tourist satisfaction is more strongly determined by perceptions of benefits, service quality, and the suitability between sacrifices made and benefits received rather than by emotional experience alone. Therefore, this study recommends that the management of the Sidoarjo City Tour Bus and the local government enhance service value through improvements in facilities, information systems and registration processes, as well as optimization of comfort and schedule certainty. These efforts are important to increase tourist satisfaction and to support sustainable tourism development in Sidoarjo Regency.
Co-Authors Al Amin, Muhammad Noer Falaq Eva Hany Fanida, Eva Hany FITROTUN NISWAH M, Meirinawati Sukardi, Salsa Izza Shafinaz