Analisis Kualitas Pelayanan Berbasis Sistem Estimasi Waktu Tunggu pada BPJS Ketenagakerjaan Cabang Manado

Abstract

This study aims to describe and analyze service quality regarding the waiting time estimation system at the Manado Branch of BPJS Ketenagakerjaan (Social Security Agency for Employment). The research focuses on the availability of physical facilities and supporting technology, the accuracy and consistency of information provided by the system, and the level of participant trust in the system's reliability. The study was prompted by a discrepancy between actual waiting times ranging from 20 to 30 minutes and the average of 12–18 participant complaints received daily. A descriptive qualitative approach was employed, involving eight informants. Data analysis was conducted using the Miles and Huberman interactive model; the findings categorized according to the dimensions of tangibles, reliability, responsiveness, assurance, and empathy revealed a significant gap between staff perceptions and the actual experiences of participants. The study recommends recalibrating the estimation algorithm, upgrading technological infrastructure, improving the accessibility of information displays, and implementing Standard Operating Procedures (SOPs) for proactive communication to achieve more consistent and responsive service quality for participants.