Efektivitas Layanan Pelanggan melalui WhatsApp Group pada BPJS Kesehatan Banda Aceh
DOI:
https://doi.org/10.36312/ej.v6i3.3784Keywords:
BPJS Kesehatan, WhatsApp Group, Efektivitas Layanan, Kepuasan Peserta, Pelayanan DigitalAbstract
Penelitian ini bertujuan untuk menganalisis efektivitas layanan pelanggan melalui WhatsApp Group pada BPJS Kesehatan Banda Aceh serta implikasinya terhadap kepuasan peserta. Desain penelitian menggunakan pendekatan kualitatif dengan sampel sebanyak 50 responden yang dipilih secara acak. Data dikumpulkan melalui wawancara semi-terstruktur dan dianalisis menggunakan pendekatan analisis tematik reflektif. Hasil penelitian menunjukkan tiga aspek utama layanan: aksesibilitas dan kecepatan respons (80% responden), kejelasan informasi dan transparansi (70%), serta kepuasan peserta (90%). Temuan ini mengindikasikan bahwa penggunaan WhatsApp Group mampu meningkatkan efektivitas pelayanan publik dengan mempersingkat waktu tanggapan, memberikan informasi yang lebih mudah dipahami, serta menciptakan rasa nyaman bagi peserta. Penelitian ini berkontribusi secara empiris dalam membangun model layanan digital berbasis media sosial yang sesuai dengan kebutuhan peserta, serta memberikan rekomendasi kebijakan untuk penguatan kapasitas dan standar komunikasi dalam layanan digital. Secara teoritis, temuan ini memperluas literatur mengenai transformasi pelayanan publik berbasis teknologi di Indonesia.
The Effectiveness of Customer Service through WhatsApp Groups at BPJS Kesehatan Banda Aceh
Abstract
This study aims to analyze the effectiveness of customer service via WhatsApp Group at BPJS Kesehatan Banda Aceh and its implications for participant satisfaction. The research employed a qualitative approach with a randomly selected sample of 50 respondents. Data were collected through semi-structured interviews and analyzed using reflexive thematic analysis. The findings reveal three key aspects of service: accessibility and response speed (80% of respondents), clarity of information and transparency (70%), and overall participant satisfaction (90%). These results indicate that the use of WhatsApp Group enhances public service effectiveness by reducing response time, delivering clearer information, and providing greater user convenience. Empirically, this study contributes a model of social media–based digital service tailored to user needs and offers policy recommendations for strengthening digital service capacity and communication standards. Theoretically, the findings expand existing literature on technology-driven public service transformation in Indonesia.
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