EVALUASI KEBIJAKAN PROGRAM JAMINAN HARI TUA DI BPJS KETENAGAKERJAAN KOTA PALEMBANG 2020-2022

This study found several factors causing participant dissatisfaction with the
Old Age Security (JHT) program at BPJS Ketenagakerjaan in Palembang City.
One of the main factors is the speed of claim processing, where many participants
complain about the long time needed to process and settle JHT claims.
Additionally, a lack of transparency regarding claim procedures, requirements,
and benefits received also leads to dissatisfaction, causing confusion and
uncertainty among participants. Slow or inadequate communication and customer
service further increase participant dissatisfaction, as responses to questions and
complaints are often insufficient. The claim process, which is considered
complicated and bureaucratic, also causes frustration due to the numerous
documents required and procedures to follow. Difficulties in accessing BPJS
Ketenagakerjaan services, both physically at service offices and online, are also
common complaints. Some participants also feel that the JHT benefits received
are inadequate or do not meet expectations, and there is variability in service
quality across different BPJS Ketenagakerjaan branches. To address this
dissatisfaction, several improvement steps are recommended, such as speeding up
claim processing, increasing information transparency, improving communication
and customer service systems, simplifying claim procedures, enhancing service
accessibility, and ensuring that benefits provided meet participant expectations
and contributions. By implementing these improvements, BPJS Ketenagakerjaan
is expected to enhance participant satisfaction and the effectiveness of the JHT
program in the future.
Keywords: Old Age Security Program, Participant Dissatisfaction, Information
Transparency, Service Quality