Dwi Wangkasa, Nofiro Bening (2026) Kualitas Program Pelayanan Jaminan Kesehatan Masyarakat Miskin (JKMM) di Puskesmas Porong Kabupaten Sidoarjo. Undergraduate thesis, UPN VETERAN JAWA TIMUR.
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Abstract
The increasing need for health services for the poor has become a concern for the local government in ensuring equitable access to health services, especially for those not yet fully covered by the BPJS Kesehatan program in the Premium Assistance Recipient (PBI) category. This condition has become an urgent need for the implementation of the Poor Community Health Insurance Program (JKMM) as a form of regional health insurance in Sidoarjo. This study aims to determine the quality of JKMM services at the Porong Community Health Center. The study used a qualitative descriptive method with data collection techniques through interviews, observation, and documentation. The research analysis used Zeithaml's service quality theory which consists of five dimensions, namely physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy). The results of the study indicate that the quality of JKMM services at the Porong Community Health Center in general, the services provided are in accordance with applicable service standards. However, there is still a need to improve the quality of services to run optimally. The dimension of physical evidence (tangible) is shown through the availability of service facilities, although the waiting room is still limited. The dimension of reliability (reliability) is seen from services that comply with procedures and easy-to-understand information. The responsiveness dimension is reflected in the speed of staff in serving patients, even under certain conditions or during busy times, which can lead to queue congestion. The assurance dimension is demonstrated by the guarantee of service costs based on local government policy, although further outreach is still needed to inform the public about their rights. The empathy dimension is demonstrated by the staff's friendly and attentive attitude toward patients. Keywords: Public Service Quality; JKMM Sidoarjo; Porong Community Health Center
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HV Social pathology. Social and public welfare | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Nofiro Bening Dwi Wangkasa | ||||||||
| Date Deposited: | 29 Apr 2026 04:18 | ||||||||
| Last Modified: | 29 Apr 2026 04:18 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/50815 |
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