ANALISIS MANAJEMEN PELAYANAN INFORMASI DAN PENANGANAN PENGADUAN DI BPJS KESEHATAN KANTOR CABANG LUBUKLINGGAU

SYUKRI, RACHMAT and Aryansah, Januar Eko (2024) ANALISIS MANAJEMEN PELAYANAN INFORMASI DAN PENANGANAN PENGADUAN DI BPJS KESEHATAN KANTOR CABANG LUBUKLINGGAU. Undergraduate thesis, Sriwijaya University.

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Abstract

The management of public services stands as a crucial element in the delivery of effective public services. Services oriented toward the public necessitate optimal management to elevate the quality of offerings by public sector organizations. Proficient service management directly influences the services rendered and community satisfaction as recipients of these services. Information services and complaint handling represent essential components that agencies must provide, as they facilitate public access to information and serve as formal channels for grievance submission. The primary objective of this study is to conduct an analysis of the management of information services and complaint handling at the BPJS Kesehatan Lubuklinggau Branch Office, utilizing Albrecht and Zemke's Theory (1990: 41). The research methodology adopted is qualitative, employing a descriptive approach for data collection through interviews, observations, and documentation. The findings of this investigation reveal an effective implementation of information services and complaint handling management at the BPJS Kesehatan Lubuklinggau Branch Office. However, it is imperative to emphasize the promotion of digitized information service products and streamlined complaint handling processes to enhance public accessibility to information services and expedite complaint resolution. Keywords: Public Service Management, Public Services, Information Services and Complaint.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Manajemen Pelayanan Publik, Pelayanan Publik, Pelayanan Informasi dan Penanganan Pengaduan.
Subjects:	J Political Science > JF Political institutions (General) > JF1338-2112 Public administration J Political Science > JF Political institutions (General) > JF20-2112 Political institutions and public administration
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Rachmat Syukri
Date Deposited:	27 Mar 2024 02:57
Last Modified:	27 Mar 2024 02:57
URI:	http://repository.unsri.ac.id/id/eprint/142809

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