ANALISIS KUALITAS SISTEM INFORMASI PELAYANAN KLAIM PESERTA DALAM MENDUKUNG EFEKTIVITAS DAN EFISIENSI PELAYANAN MENGGUNAKAN METODE PIECES PADA BPJS KETENAGAKERJAAN
Abstract
Claim service is one of the core services of BPJS Ketenagakerjaan, which requires an information system capable of supporting effective and efficient service delivery. This study aims to analyze the quality of the Participant Claim Service Information System at BPJS Ketenagakerjaan using the PIECES framework, covering the dimensions of Performance, Information, Economics, Control, Efficiency, and Service. A descriptive quantitative approach was applied. Data were collected through observation, a literature review, and a Likert-scale questionnaire distributed to 64 respondents, exceeding the minimum sample of 50 determined using the Slovin formula. In addition, the system response time was measured directly on five main claim activities. The data were analyzed using IBM SPSS Statistics for validity and reliability testing before the mean score of each dimension was interpreted. All 23 questionnaire items were valid and the instrument was highly reliable (Cronbach's Alpha = 0.881). The overall PIECES mean score was 4.13 (Good). The Service dimension obtained the highest score (4.21, Very Good), while the Performance dimension obtained the lowest score (4.07, Good). The average measured response time was 1.62 seconds. These findings indicate that, from the participants' perspective, the system supports effective and efficient claim services, although improvements in system performance are still needed. The results can serve as a basis for evaluating and developing the system.
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