Azimi, Robial (2025) Analisis Kualitas Apelayanan BPJS di Puskesmas Tanah Putih. Masters thesis, Universitas Islam Riau.

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Abstract

Public service in the health sector is one of the problems being addressed in public service matters. The quality of health services is important amidst the development of information technology, including the problem of the quality of health services for BPJS users. This thesis research aims to analyze the quality of BPJS Health services at Tanah Putih Health Center. Furthermore, to find out the factors that support and hinder BPJS Health services at Tanah Putih Health Center. This study uses a descriptive qualitative analysis method. Interviews are used as the primary source of this thesis research aimed at key informants and informants. SOP documents and requirements are used as secondary data in this study. This study shows that the quality of BPJS Health services at Tanah Putih Health Center has been running well, as measured by five important service quality indicators. First, tangibles that indicate the physical condition of BPJS services are available, such as medical equipment buildings (Waiting Room, Parking). Second, Reliability indicates that the ability of human resources (Medical Officers) has been filled by experienced officers and their fields of expertise. Third, Responsiveness shows that medical and non-medical personnel quickly respond to the needs of BPJS patient services by following BPJS procedures. Fourth, Assurance shows that health centre officers provide and create a sense of comfort and trust to provide Assurance of the health services provided. Fifth, Empathy shows that Tanah Putih Health Centre officers provide a friendly attitude, showing concern for BPJS user complaints as evidenced by twoway and polite communication.

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