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All Journal Jurnal Jaminan Kesehatan Nasional
Kapitan, Gregorius D.
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Decision Sciences, Operations Research & Management Dentistry Health Professions Medicine & Pharmacology Public Health

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Pengaruh Simplifikasi Alur dan Berkas Layanan Administrasi Kepesertaan Terhadap Kepuasan Peserta JKN di Kantor BPJS Kesehatan Cabang Kupang Bau, Ariasto; Kapitan, Gregorius D.
Jurnal Jaminan Kesehatan Nasional Vol. 4 No. 1 (2024): Jurnal Jaminan Kesehatan Nasional
Publisher : BPJS Kesehatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53756/jjkn.v4i1.190

Abstract

The Social Insurance Administration Body for Health (BPJS Health), the institution administering national health insurance in Indonesia, has an important role in ensuring people have access to quality health services. The method taken by The Social Insurance Administration Body for Health to minimize complaints and reduce waiting times for services is by simplifying administrative service flows and files. This research design is quantitative and descriptive to describe the effect of simplifying participant service flows and files at branch offices on the satisfaction of the National Health Insurance participants at the Kupang Branch Office. The research sample consisted of 50 people using the Simple Random Sampling technique. Research data analysis was carried out univariately. The research results show that a simple flow and file of service requirements will make it easier for the National Health Insurance participants to obtain administrative services and simplifying services for participants will have an impact on achieving participant satisfaction with services at the Social Insurance Administration Body for Health office. The Social Insurance Administration Body for Health is expected to pay attention to the satisfaction of the National Health Insurance participants by committing to implementing simplification of service flows and processes to achieve good service quality.
Sentiment Analysis of National Health Insurance Participants’ Reviews on Google Reviews Bau, Ariasto; Kapitan, Gregorius D.
Jurnal Jaminan Kesehatan Nasional Vol. 5 No. 2 (2025): Jurnal Jaminan Kesehatan Nasional
Publisher : BPJS Kesehatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53756/jjkn.v5i2.344

Abstract

Public service institutions face constant expectations to provide excellent service to participants and minimize complaints. With advances in technology, participants can now provide direct feedback on public services via online platforms, such as Google Reviews. This study aims to analyze participants’ sentiment toward the services of the BPJS Kesehatan Kupang Branch using a quantitative approach. The data collection process employed Python web scraping to retrieve 530 reviews through March 2025. The collected text underwent comprehensive preprocessing, including cleaning, tokenization, stopword removal, and stemming, to ensure data . We assigned sentiment labels based on star ratings: 4- and 5-star reviews were classified as positive, 1- and 2-star reviews as negative, and 3-star reviews were excluded as neutral. A final dataset of 529 reviews was then processed using the Naïve Bayes classifier. The results show that the Naïve Bayes algorithm successfully classified sentiments with an accuracy rate of 98.11%. Additionally, the analysis revealed that positive sentiment accounted for 98.3%, driven by keywords related to service speed and staff friendliness. These findings indicate that sentiment analysis of online reviews is an effective and objective tool for evaluating participants’ perceptions of public service quality.
Co-Authors Bau, Ariasto