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All Journal Bureaucracy Journal : Indonesia Journal of Law and Social-Political Governance
Mulyono , Doddy
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Law, Crime, Criminology & Criminal Justice

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ANALISIS PELAYANAN KESEHATAN BAGI PASIEN BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) DI PUSKESMAS PABUARAN TUMPENG KOTA TANGERANG Jumrotani, Jumrotani; Mulyono , Doddy
Bureaucracy Journal : Indonesia Journal of Law and Social-Political Governance Vol. 5 No. 2 (2025): Bureaucracy Journal : Indonesia Journal of Law and Social-Political Governance
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/bureau.v5i2.707

Abstract

This study aims to evaluate the quality of healthcare services provided to BPJS patients at Puskesmas Pabuaran Tumpeng, Tangerang City. The research uses a quantitative approach, with data presented in numerical form and analyzed using statistical techniques. The total number of respondents consisted of 100 BPJS patients. Meanwhile, a total of 12 Puskesmas staff were selected through accidental sampling, comprising 2 doctors, 8 nurses, and 2 administrative staff. The assessment of service quality refers to the SERVQUAL model developed by Zeithaml and Parasuraman, as cited in Harbani Pasolong (2013:9), which includes six dimensions: reliability, assurance, tangibles, empathy, responsiveness, and equity. The results indicate that overall service quality is categorized as good. The reliability dimension reflects adequate medical services, especially in diagnosis and medication, although long queues and delays in doctors’ attendance remain common complaints. The assurance dimension is rated well due to the competence of medical personnel, though the communication regarding patients’ rights is still lacking. In terms of tangibles, facilities are fairly clean and well-maintained, but limitations in supporting infrastructure such as waiting chairs and medical equipment are noticeable, particularly during peak patient visits. The empathy dimension shows friendly service from most staff, though inconsistencies in attitude are observed, especially towards elderly patients and low-income groups. The responsiveness dimension falls into the fair category, as administrative processes are slow and urgent complaints are not handled optimally. Finally, the equity dimension is assessed positively, although there is still a public perception that certain patients receive preferential treatment. In conclusion, the majority of respondents rated the healthcare services at Puskesmas Pabuaran Tumpeng as good, with an overall satisfaction rate of 73%. These findings indicate that despite some shortcomings, the healthcare services provided have generally met acceptable standards.
EVALUASI PELAKSANAAN TUGAS PEMERINTAH DESA DALAM PENYELENGGARAAN PEMBANGUNAN FISIK DI DESA PONDOK KELOR KECAMATAN SEPATAN TIMUR KABUPATEN TANGERANG Junaedi, Junaedi; Mulyono , Doddy
Bureaucracy Journal : Indonesia Journal of Law and Social-Political Governance Vol. 5 No. 2 (2025): Bureaucracy Journal : Indonesia Journal of Law and Social-Political Governance
Publisher : Gapenas Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53363/bureau.v5i2.708

Abstract

This study aims to analyze the physical development process in Pondok Kelor Village, focusing on the planning, implementation, and the impact of these developments on the community. A qualitative approach with in-depth interviews was conducted with informants, including village officials, community leaders, and residents directly involved in the development process. The data collected was then analyzed to describe how the community participated in the planning, implementation, and monitoring of physical development in the village. The findings of the study indicate that the physical development planning process in Pondok Kelor Village is participatory, conducted through village meetings that involve the community in determining development priorities. The implementation of development is well-managed with transparent supervision, though challenges such as funding constraints and limited time have been encountered. The physical infrastructure improvements, including roads, bridges, and public facilities, have positively impacted the mobility of residents and economic activities. The long-term effects of this development include improved quality of life, better accessibility, and enhanced access to public services. Based on these findings, this study recommends increasing community involvement in all stages of development, particularly in monitoring and maintaining infrastructure. Additionally, it is important to strengthen transparency and accountability in budget management and improve the capacity of village officials in project management. This research is expected to serve as a reference for village administrators and relevant parties in designing and implementing more effective and sustainable physical development.
Co-Authors Jumrotani, Jumrotani Junaedi Junaedi