@misc{eprints82249,
           month = {September},
           title = {OPTIMALISASI PELAYANAN PRIMA MELALUI SISTEM
ANTREAN ONLINE MOBILE JKN DI RSUD PRINGSEWU},
          author = {Lili Suasha  	Elisabet 	},
         address = {UNIVERSITAS LAMPUNG},
       publisher = {FAKULTAS ILMU SOSIAL DAN POLITIK  },
            year = {2024},
             url = {http://digilib.unila.ac.id/82249/},
        abstract = {Permasalahan pelayanan antrean online Mobile JKN di fasilitas kesehatan seperti
penumpukan pasien, lambannya proses pelayanan kesehatan, terbatasnya akses
pelayanan prima, waktu tunggu yang lama, error pada aplikasi, dan pelayanan
oleh staf pendaftaran yang kurang baik mengindikasi pemanfaatan antrean online
Mobile JKN dalam menciptakan pelayanan yang prima diperlukan agar
meningkatkan kualitas pelayanan yang memuaskan kepada pasien JKN-KIS di
RSUD Pringsewu. Penelitian ini bertujuan untuk menganalisis pelayanan antrean
online Mobile JKN dalam menciptakan optimalisasi pelayanan prima di RSUD
Pringsewu. Penelitian ini dilakukan dengan menggunakan pendekatan kualitatif
deskriptif. Analisis dilakukan dengan menggunakan teori pelayanan prima
(Barata, 2003) yang terdiri dari 6 (enam) aspek, yaitu kemampuan (ability), sikap
(attitude), penampilan (appearance), tindakan (action), dan tanggung jawab
(acountability). Data penelitian diperoleh dari hasil pengumpulan data melalui
wawancara, observasi, dan dokumentasi. Berdasarkan penelitian yang dilakukan
maka diperoleh hasil bahwa pelayanan antrean online Mobile JKN dalam
menciptakan optimalisasi pelayanan prima belum berjalan dengan cukup baik,
sehingga terdapat beberapa catatan perbaikan. Diketahui bahwa terdapat 4 (empat)
aspek yang memerlukan perbaikan, yaitu aspek kemampuan yang berkaitan
dengan kendala komunikasi dengan masyarakat, aspek sikap pada staf
administrasi yang kurang ramah dalam melayani pasien antrean online, aspek
perhatian yang berkaitan dengan kekurangan penyelenggara dalam memfasilitasi
laman kritik dan saran bagi pasien, serta aspek penampilan yang berkaitan dengan
tampilan aplikasi dan fasilitas rumah sakit. Terdapat faktor pendukung pelayanan
prima berupa kemudahan akses layanan dan komitmen pelayanan. Kemudian
faktor penghambat berupa kurangnya sarana dan prasarana, sosialisasi dan
edukasi, serta sumber daya manusia.
Kata Kunci: Pelayanan Publik, Pelayanan Prima, Pelayanan Antrean Online
Mobile JKN online queue service problems in health facilities such as
accumulation of patients, slow health service processes, limited access to
excellent services, long waiting times, error on the application, and poor service
by registration staff indicates use of the Mobile JKN online queuing system in
creating excellent service is needed to improve the quality of satisfactory service
to JKN-KIS patients at Pringsewu Regional Hospital. This research aims to
analyze Mobile JKN online queuing service in creating optimal service excellence
at Pringsewu Regional Hospital. This research was conducted using a descriptive
qualitative approach. The analysis was carried out using excellent service theory
(Barata, 2003) which consists of 6 (six) aspects, namely ability, attitude,
appearance, action , and responsibility. Research data was obtained from the
results of data collection through interviews, observation and documentation.
Based on the research carried out, the results obtained were that Mobile JKN
online queuing system in creating optimal service excellence has not gone well
enough, so there are several notes for improvement. It is known that there are 4
(four) aspects that require improvement, namely the ability aspect related to
communication barriers with the community, the attitude aspect of administrative
staff who are less friendly in serving queue patients. online, attention aspects
related to the organizer's shortcomings in facilitating criticism and suggestions
pages for patients, as well as appearance aspects related to the appearance of the
application and hospital facilities. There are supporting factors for excellent
service in the form of easy access to services and service commitment. Then the
inhibiting factors include lack of facilities and infrastructure, socialization and
education, and human resources.
Keywords: Public Service, Excellent Service, Mobile JKN Online Queue Service}
}