ANALISIS KUALITAS LAYANAN PADA KANTOR BPJS KESEHATAN CABANG KOTA PALU

Abstract
Purpose: This study aims to analyze the quality of public services
at the Badan Penyelenggara Jaminan Sosial (BPJS) Health Office
of Palu City based on five dimensions of service quality.
Research Methodology: This study employed a qualitative
method with a descriptive approach. Data were collected through
direct observation and in-depth interviews with BPJS Health
employees and service participants at the BPJS Health Office of
Palu City. The data were analyzed using qualitative descriptive
techniques to capture participants’ perceptions of service
performance.
Results: The findings show that the five dimensions of service
quality tangibles, empathy, reliability, responsiveness, and
assurance are categorized as good. Among these dimensions,
reliability is the strongest aspect, indicating that BPJS Health
employees provide services accurately, consistently, and
responsibly. Public satisfaction with the services is also
categorized as good.
Conclusions: This study concludes that the overall quality of
public services at the BPJS Health Office of Palu City is good and
effective in meeting community expectations. Nevertheless,
continuous improvement is still required, particularly in
strengthening service-supporting infrastructure.
Limitations: This study was limited to a single BPJS branch
office; therefore, the findings cannot be generalized to all BPJS
Health offices in Indonesia.
Contributions: This study provides empirical evidence on the
implementation of service quality in public health insurance
services and can serve as a reference for improving infrastructure
and strengthening employee reliability to enhance public service
performance.
Keywords: BPJS Health, Participant Satisfaction, Public
Services, Service Quality
How to Cite: Farah, C., Santi, I.N., Sutomo, M., Farid. (2026). An
Analysis of Service Quality at the Palu City Branch of Badan
Penyelenggara Jaminan Sosial Health. Jurnal Akuntansi,
Keuangan, dan Manajemen, 7(2) 347-360.