ANALYSIS OF THE EFFECTIVENESS OF PANDAWA SERVICES ON PARTICIPANT SATISFACTION AT BPJS KESEHATAN BOJONEGORO BRANCH

Abstract

The transformation of public services through digitalization has become a key strategy in improving service quality and increasing participant satisfaction. BPJS Kesehatan introduced an online-based digital service innovation called PANDAWA (Pelayanan Administrasi Melalui WhatsApp) to facilitate access to services without requiring participants to visit the branch office. This study aims to analyze the effectiveness of PANDAWA services on participant satisfaction at the Bojonegoro Branch of BPJS Kesehatan. The method used in this research is qualitative, using interviews, observations, and document analysis. The results of the study show that the effectiveness of PANDAWA services significantly influences participant satisfaction, successfully addressing the limitations of offline or face-to-face services. This service helps participants to easily, quickly, and equally access administrative services. These findings emphasize the importance of continuous evaluation and the strengthening of digital services as part of efforts to enhance the quality and equity of public services.