KUALITAS PELAYANAN BPJS PESERTA LANSIA DI PUSKESMAS KARYA JAYA KELURAHAN KARYA JAYA KECAMATAN KERTAPATI KOTA PALEMBANG

DHIYAULHAQ, MUHAMMAD ARIEF and Nengyanti, Nengyanti (2024) KUALITAS PELAYANAN BPJS PESERTA LANSIA DI PUSKESMAS KARYA JAYA KELURAHAN KARYA JAYA KECAMATAN KERTAPATI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to determine the quality of BPJS services for elderly participants at Karya jaya Public Health Center in Kertapati Sub-district, Palembang City. The analysis is based on the Moment of Truth (MoT) theory identified by Brian Solis in Araujo (2013:22). The research employs a descriptive quantitative method, with data collected through questionnaires distributed to 100 elderly BPJS users at Karya jaya Public Health Center. The findings indicate that the quality of BPJS services for elderly participants at Karya jaya Public Health Center is categorized as high. Based on the dimensions, the service quality is high in the Ultimate Moment of Truth (Post-Service Experience), moderate in the Zero Moment of Truth (Pre-Service Experience) and Second Moment of Truth (Usage Experience), and low in the First Moment of Truth (Initial Experience). However, when viewed by indicators, the low aspects include patients’ willingness to share their service experience in the Ultimate Moment of Truth, the comfort of parking areas for elderly participants and wheelchair users in the Zero Moment of Truth, the speed of service in the pharmacy section under the Second Moment of Truth, and the comfort of the registration waiting area under the First Moment of Truth. Therefore, the study theoretically suggests future research distribute questionnaires to the homes of elderly patients who have visited the health center in the past month. Practically, it is recommended that the health center improve facilities in the waiting area, parking area, and pharmacy service section. Keywords: Service Quality, Public Health Center, Elderly

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Pelayanan, Puskesmas, Lansia
Subjects:	J Political Science > JA Political science (General)
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Muhammad Arief Dhiyaulhaq
Date Deposited:	04 Feb 2025 02:16
Last Modified:	04 Feb 2025 02:16
URI:	http://repository.unsri.ac.id/id/eprint/167370

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