Penulis / NIM
SRI NOVALIA DJAFAR / 941418089
Program Studi
S1 - ADMINISTRASI PUBLIK
Pembimbing 1 / NIDN
Dr. Drs. RUSLI ISA, M.Si / 0006076604
Pembimbing 2 / NIDN
Dr. YAKOB NOHO NANI, S.Pd., M.Si / 0021117506
Abstrak
ABSTRAK
Sri Novalia Djafar. 941418089. 2022. Kualitas Pelayanan Publik Pelaksanaan Program BPJS Di Puskesmas Suwawa Kabupaten Bone Bolango. Jurusan S1 Administrasi Publik, Fakultas Ilmu Sosial, Universitas Negeri Gorontalo, dengan pembimbing I Bapak Drs. Rusli Isa, M.Si dan pembimbing II Bapak Dr. Yacob Noho Nani, S.Pd, M.Si.
Penelitian ini bertujuan untuk mengetahui Bagaimana Kualitas Pelayanan Publik Bagi Peserta BPJS di Puskesmas Suwawa dilihat dari lima dimensi (a) bukti fisik (tangibles), (b) empati (empathy), (c) keandalan (reliability), (d) responsif (responsiveness), (e) jaminan (assurance). Penelitian ini menggunakan metode pendekatan kualitatif dengan jenis penelitian deskriptif kualitatif sedangkan teknik pengumpulan data yang digunakan adalah dengan observasi, wawancara dan dokumentasi.
Berdasarkan hasil penelitian yang digunakan, diperoleh kesimpulan bahwa Kualitas Pelayanan Publik Bagi Peserta BPJS di Puskesmas Suwawa dilihat dari lima dimensi (a) bukti fisik (tangibles), (b) empati (empathy, (c) keandalan (reliability), (d) responsif (responsiveness), (e) jaminan (assurance), telah berjalan dengan baik dan memberikan kepuasan kepada pengguna layanan yaitu masyarakat, tetapi belum maksimal karena ada beberapa indikator yang memiliki kekurangan yaitu dalam segi bukti fisik, kurangnya tempat duduk di ruang tunggu, dan kurangnya kedisipilinan para pegawai.
Kata Kunci : Kualitas Pelayanan Publik, Pelaksanaan Program BPJS
ABSTRACT
Sri Novalia Djafar. 941418089. 2022. Quality of Public Services in the Implementation of the BPJS Program at the Suwawa Public Health Center, Bone Bolango Regency. Bachelor����¯�¿�½����s Degree Program in Public Administration, Faculty of Social Sciences, Universitas Negeri Gorontalo. The principal supervisor is Dr. Rusli Isa, M.Si., and the co-supervisor is Dr. Yacob Noho Nani, S.Pd., M.Si
This research aimed to determine the quality of public services for BPJS participants at the Suwawa Health Center viewed from five dimensions (a) physical evidence (tangibles), (b) empathy, (c) reliability, (d) resposiveness, and (e) assurance. This research used a qualitative approach with a qualitative descriptive research type, while the data were collected through observation, interviews, and documentation
The results concluded that the quality of public services for BPJS participants at the Suwawa Public Health Center Was Viewed from five dimensions (a) physical evidence (tangibles), (b) reliability, (c) responsiveness, (d) assurance, (e) empathy has been running well and has given satisfaction to service users. However, it has not been optimal due to the deficiency in several indicators such as physical evidence, lack of seating in the waiting room, and lack of discipline of employees.
Keywords: Public Service Quality, BPJS Program Implementation
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