Doctoral Dissertation Proposes HR- and System-Based Strategy to Improve BPJS Employment Services
00:00
00:00
- A UBJ doctoral dissertation argues BPJS Ketenagakerjaan must improve service quality through integrated HR performance, service culture and effective digital systems—not procedures alone.
- The study finds motivation, service culture and digital service effectiveness are stronger drivers of perceived service quality than leadership or experience in a highly regulated public setting.
- The research offers policy direction to strengthen frontliners, reduce repetitive processes and complaints, and build more consistent services across regions.
A push to improve service quality at BPJS Ketenagakerjaan took center stage during an open doctoral dissertation defense at Universitas Bhayangkara Jakarta Raya (UBJ), presented by Abdur Rahman Irsyadi. His dissertation examines how BPJS Ketenagakerjaan can strengthen service quality in a way that is fairer, more consistent and sustainable—especially as workers increasingly demand services that are fast, easy to access and transparent.
In his presentation, Abdur Rahman Irsyadi argued that service quality at BPJS Ketenagakerjaan cannot be fixed through procedures or digitalization alone. Instead, he said, meaningful improvement must be built on stronger employee performance, supported by an integrated work system, a service-oriented culture and well-used technology.
“This research shows that BPJS Ketenagakerjaan’s service quality is largely determined by how the overall HR system functions. Employee performance is the main key that translates policy, technology and work culture into real services experienced by participants,” he said.
Using an explanatory quantitative approach, the study finds that in BPJS Ketenagakerjaan—described as a highly regulated public organization—work experience and leadership do not always have a direct impact on service quality. Rather, they help maintain stability and consistency in service delivery. By contrast, work motivation, a service culture and an effective digital service system were shown to play a more decisive role in shaping the service quality perceived by the public.
The dissertation’s findings are presented as a meaningful contribution to efforts to improve BPJS Ketenagakerjaan services, including encouraging more consistent service standards across regions, reducing complaints linked to miscommunication and repetitive processes, and strengthening participants’ trust in employment social security services.
On the practical side, the research is positioned as an empirical basis for shaping HR and service policies at BPJS Ketenagakerjaan—particularly in strengthening frontline personnel, developing a service-oriented work culture and optimizing participant-centered digital transformation.
The open defense underscored that improving BPJS Ketenagakerjaan’s service quality is not merely an administrative issue, but part of the state’s responsibility to protect and serve Indonesia’s workers. The dissertation is expected to serve as an academic and practical reference for improving employment social security services nationwide.
The doctoral open examination was officially opened by retired National Police inspector general Prof. Dr. Drs. Bambang Karsono, S.H., M.M., Ph.D., D. Crim (HC). The promoter and examiners were Prof. Dr. Adler Haymans Manurung, S.E., S.H., M.Com., ME., Dr. Joseph Martinio Jocrien Renwarin, S.E., M.M., Dr. Zahara Tussoleha Rony, S.Pd., M.M., Dr. Ir. Muklis Yusuf, MBA., Prof. Dr. NN Sawitri, SE, MBA, Prof. Dr. Hapzi Ali, MM, CMA, MPM, and Dr. Dhian Tyas Untari, SE, MM.
Indonesianpost.com
