Perpustakaan Terpadu

Program jaminan kesehatan merupakan program yang dipandang mempunyai peranan penting dalam meningkatkan angka kesejahteraan masyarakat. BPJS Kesehatan merupakan salah satu pelaksana badan hukum publik yang dibangun untuk menjalankan program jaminan kesehatan untuk seluruh rakyat Indonesia. BPJS Kesehatan memiliki 2 jenis layanan, yaitu layanan tatap muka dan non-tatap muka. Salah satu layanan non tatap muka di BPJS Kesehatan terdiri dari aplikasi Mobile JKN dan Pandawa (Pelayanan Administrasi melalui WA). Di kantor BPJS Kesehatan Kota Blitar 6 dari 10 peserta sudah menggunakan layanan non tatap muka. Tujuan : Mengetahui gambaran kepuasan layanan non tatap muka pada peserta JKN-KIS di lingkup kantor cabang Blitar. Metode : penelitian ini menggunakan deskriptif kuantitatif dengan pendekatan survey kuesioner kepada 96 peserta JKN-KIS Cabang Blitar yang sudah menggunakan layanan non tatap muka dan variabelnya meliputi usia, jenis kelamin, kesesuaian dengan spesifikasi (conformance to specification), kualitas yang di persepsikan (perceived quality). Hasil : Penggunaan layanan non tatap muka di kantor BPJS Kesehatan Kota Blitar berdasarkan empat aspek yaitu aspek karakteristik responden berdasarkan jenis kelamin 56.3% mayoritas responden perempuan, karakteristik usia 34,3% mayoritas responden berusia dewasa (>46 tahun), Aspek kesesuaian dengan spesifikasi (conformance to specification) indikator yang paling sering digunakan mayoritas responden menggunakan fitur-fitur pada layanan non tatap muka sudah sesuai sebanyak 52%. Aspek kualitas yang di persepsikan (perceived quality) indikator yang paling sering digunakan mayoritas responden merasa puas dengan pengalaman menggunakan layanan non tatap muka sebanyak 53,1%.

The health insurance program is a program that is seen as having an important role in increasing the number of people's welfare. BPJS Health is one of the executors of public legal entities that was built to run a health insurance program for all Indonesian people. BPJS Health has 2 types of services, namely face-to-face and non-face-to-face services. One of the non-face-to-face services at BPJS Kesehatan consists of the JKN and Pandawa mobile applications (Administrative Services via WA). At the BPJS Kesehatan office in Blitar City, 6 out of 10 participants have used non-face-to-face services. The health insurance program is a program that is seen as having an important role in increasing people's welfare numbers. BPJS Health is one of the executors of public legal entities that was built to run a health insurance program for all Indonesian people. BPJS Health has 2 types of services, namely face-to-face and non-face-to-face services. One of the non-face-to-face services at BPJS Kesehatan consists of the JKN and Pandawa mobile applications (Administrative Services via WA). At the Blitar City Health BPJS office, 6 out of 10 participants have used non-face-to-face services. Objective: To find out the description of non-face-to-face service satisfaction for JKN-KIS participants in the Blitar branch office. Method: this research uses a quantitative descriptive with a questionnaire survey approach to 96 JKN-KIS Blitar Branch participants who have used non-face-to-face services and the variables include age, gender, conformance to specifications, perceived quality. Results: The use of non-face-to-face services at the Blitar City Health BPJS office is based on four aspects, namely the aspect of respondent characteristics based on gender 56.3% of the majority of female respondents, age characteristics of 34.3% of the majority of respondents aged adults (> 46 years), Aspects of conformity with specifications ( conformance to specification) the indicator that is most often used by the majority of respondents using features in non-face-to-face services is appropriate as much as 52%. Aspects of perceived quality (perceived quality) the most frequently used indicator of the majority of respondents were satisfied with the experience of using non-face-to-face services as much as 53.1%