Leveraging Digital Tools for Enhancing Sustainable Healthcare Service Quality

Abstract

Introduction: this study aims to evaluate sustainable service quality in BPJS Ketenagakerjaan branch offices using a technologically-driven and multidisciplinary approach. The evaluation integrates qualitative and quantitative methods, including internal and external surveys, focus group discussions (FGDs), field observations, and expectation-performance matrices. The TERRA model (Tangibles, Reliability, Responsiveness, Assurance, and Empathy) is applied and complemented with additional dimensions such as Good Governance, Risk Management, and Control. This approach combines health management principles, public service theory, and technological innovation in assessing service quality.
Method: a mixed-methods design was employed, combining qualitative techniques (interviews, FGDs, document analysis) and quantitative surveys, with data collected from both staff and participant perspectives. The ServQual framework and computational analysis tools were used to identify service quality gaps across all dimensions. 
Results: the analysis revealed notable gaps in service quality, particularly in the Tangibles, Reliability, and Responsiveness dimensions, where high participant expectations were not fully met. FGD findings highlighted physical discomfort, inefficient queue management, and inconsistent digital services as key issues. Assurance and Empathy dimensions were rated higher, reflecting staff professionalism and interpersonal skills, although personalized service and emotional responsiveness still require improvement. 
Conclusion: while staff professionalism is generally positive, overall service delivery does not fully satisfy participant expectations. Recommendations include strengthening technological infrastructure, enhancing staff competencies in both technical and soft skills, improving governance and control mechanisms, and integrating innovative digital tools into service processes.