Perpustakaan Terpadu

Pandawa adalah inovasi baru layanan tanpa tatap muka atau tanpa kontak fisik antara frontliner dan peserta dengan memanfaatkan aplikasi WhatsApp sebagai medianya. Layanan Pandawa dihadirkan dengan tujuan untuk menurunkan intensitas peserta datang ke kantor BPJS Kesehatan sebagai upaya partisipasi. Tujuan: Mengetahui gambaran tingkat kepuasan peserta terhadap layanan secara online melalui pandawa di BPJS Kesehatan Kantor Cabang Malang. Metode: penelitian menggunakan deskriptif kuantitatif dengan pendekatan survey kuesioner kepada 92 peserta JKN BPJS Kesehatan KC Malang yang sudah menggunakan layanan secara online. Variabel dalam penelitian ini meliputi, Reliability, Responsiveness, Assurance, Emphaty, dan Tangible. Teknik pengumpulan data dengan cara mengisi kuesioner. Teknik pengambilan sampel digunakan oleh penelitian ini yaitu purposive sampling. Pengolahan data pada penelitian menggunakan aplikasi pengolahan data seperti IBM SPSS Statistics versi 25 dan Ms. Excel. Hasil: Penggunaan layanan secara online di kantor BPJS Kesehatan KC Malang berdasarkan empat aspek yaitu aspek karakteristik responden berdasarkan jenis kelamin yaitu 67,4% sebagian besar responden perempuan, karakteristik usia 17-30 tahun yakni mendapat presentase 62,0%. Hasil dari penelitian menunjukkan bahwa kepuasan Reliability 92,4%, kepuasan Responsiveness 91,3%, kepuasan Assurance 96,7%, kepuasan Emphaty 96,7%, dan kepuasan Tangible 96,7%. Kesimpulan: sebagian besar responden dalam penelitian ini merasa puas dengan pelayanan online melalui PANDAWA di BPJS Kesehatan KC Malang

Pandawa is a new service innovation without face to face or without physical contact between frontliners and participants by utilizing the WhatsApp application as the medium. The Pandawa service is presented with the aim of reducing the intensity of participants coming to the BPJS Kesehatan office as an effort to participate. Objective: To find out the description of the level of satisfaction of participants with online services through pandawa at BPJS Kesehatan Malang Branch Office. Method: research using quantitative descriptive with a questionnaire survey approach to 92 participants of JKN BPJS Kesehatan KC Malang who have used online services. The variables in this study include Reliability, Responsiveness, Assurance, Empathy, and Tangible. Data collection techniques by filling out a questionnaire. The sampling technique used in this study is purposive sampling. Data processing in research uses data processing applications such as IBM SPSS Statistics version 25 and Ms. Excel. Results: The use of online services at the BPJS Kesehatan KC Malang office is based on four aspects, namely the aspect of the characteristics of respondents based on gender, namely 67.4%, the majority of respondents are female, the characteristics of the age of 17-30 years are getting a percentage of 62.0%. The results of the study showed that Reliability satisfaction was 92.4%, Responsiveness satisfaction was 91.3%, Assurance satisfaction was 96.7%, Empathy satisfaction was 96.7%, and Tangible satisfaction was 96.7%. Conclusion: most of the respondents in this study were satisfied with online services through PANDAWA at BPJS Kesehatan KC Malang