Enhancing participant experience: Perceptions of BPJS employment services

BPJS Ketenagakerjaan plays an important role in the social security system for workers in Indonesia, providing protection for workers through programs such as old age security, death security, work accident security, and pension security. Since its launch in 2014, this institution has reached various levels of working society. However, the quality of services provided by BPJS Ketenagakerjaan is the main key in determining participant satisfaction and trust. Evaluation of participant perceptions is urgent to ensure that the services provided meet their expectations and needs. This study adopts a qualitative approach with a case study method to explore BPJS Ketenagakerjaan participants' perceptions of the services they receive. The qualitative approach was chosen because it offers the opportunity to explore in-depth and contextual understanding of how participants perceive and assess the quality of BPJS Ketenagakerjaan services. In this study, there are several limitations that need to be considered to provide context to the results obtained. First, this study uses a qualitative approach with a case study method, which means that the findings obtained may not fully represent the entire population of BPJS Ketenagakerjaan participants in Indonesia. The results of interviews and observations may be limited to the individual perspectives of the interviewed participants, so they do not cover all variations of experiences or views.