Abstract
This study seeks to evaluate the service quality of BPJS Ketenagakerjaan (the Indonesian social security agency for workers) by adopting a technologically-driven approach to service excellence. The evaluation integrates both qualitative and quantitative research methods, including internal surveys, focus group discussions (FGDs), observations and the use of advanced performance matrices. The instrument used is based on the TERRA (Tangibles, Reliability, Responsiveness, Assurance and Empathy) model, enhanced with additional dimensions such as Good Governance, Risk Management, Compliance and Control. This multidisciplinary approach combines health management principles with technological innovation in service evaluation. A mixed-methods approach was employed, combining qualitative techniques (interviews, FGDs, document analysis) and quantitative surveys, with data collection both from internal (staff) and external (participants) perspectives. The ServQual framework, complemented by computational analysis tools, was used to assess service quality gaps across various dimensions. Technological tools were integrated into data analysis to provide a more nuanced and accurate assessment of service quality. The analysis reveals significant gaps in service quality, especially in the Tangibles, Reliability and Responsiveness dimensions, which fall into the “High Expectations – Low Performance” quadrant of the performance matrix. These gaps suggest a need for improvements in the physical infrastructure, service consistency and the speed of responses. However, the Assurance and Empathy dimensions were rated relatively higher, with positive feedback on staff professionalism and interpersonal skills, though areas such as personalized service delivery and quality assurance still require enhancement.
Keywords: BPJS Employment, Public Service, Service Excellence, Service Quality.