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Yasikha Wardhani Putri Aulia; Pusporini Palupi Jamaludin

Maeswara : Jurnal Riset Ilmu Manajemen dan Kewirausahaan 2026 Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

This study aims to analyze the influence of the work environment on employee productivity at PT Harmoni Reka Cipta. The research employs a descriptive c method using Spradley’s approach, which includes place, actor, and situation. Informants were selected based on inclusion and exclusion criteria, resulting in one key informant and four main informants relevant to the data requirements. Data were collected through in-depth interviews and field observations. The research findings, based on NVIVO analysis visualized through a word cloud, indicate that the most dominant aspect in discussions of the work environment is workplace facilities, followed by work relations, work atmosphere, and operational constraints. Interviews revealed that lighting and coworker relationships are generally in good condition; however, challenges remain, including limited workspace, insufficient facilities, and suboptimal air circulation, especially in the production area. These conditions affect employee comfort, focus, and work effectiveness. NVIVO results related to productivity show that quantity, quality, and timeliness are influenced by a work environment that is not yet fully supportive. Some delays occur due to high production intensity, heavy workloads, and inadequate facilities. This study concludes that improving facilities, reorganizing workspace layouts, and enhancing physical comfort are necessary to support optimal employee productivity

Muhtar Luthfie Al Anshory

Jurnal Miftahul Ilmi: Jurnal Pendidikan Agama Islam 2026 STIKes Ibnu Sina Ajibarang

The increasingly sophisticated development of technology in the current digital era has had a significant impact on various aspects of life, particularly in education. The integration of digital technology has become essential to improving the quality of education and adapting teaching methods to contemporary advancements. This study aims to explore the perceptions of sixth-grade students regarding the use of digital media in Islamic Religious Education (IRE) subjects at Gambiranom State Elementary School. A qualitative approach was employed, utilizing interviews and questionnaires to collect data from both students and IRE teachers. The results revealed that most students shared a common view, stating that the use of digital media in IRE made lessons more engaging, interactive, and easier to understand. Digital media’s potential to enhance the learning experience was widely acknowledged. However, the study also identified several challenges, including limited access to facilities and technical difficulties in effectively utilizing digital media. These findings suggest that while digital media has the potential to enrich the learning experience, addressing technical and infrastructural barriers is crucial for its successful implementation in education.

Muhammad Farhan; Fury Maulina

Jurnal Kesehatan dan Kedokteran 2026 Lembaga Pengembangan Kinerja Dosen

Leprosy remains a significant public health problem in various developing countries, including Indonesia. This disease is caused by Mycobacterium leprae, which attacks the skin and peripheral nerves and can cause long-term physical, psychological, and social impacts if not treated early and adequately. Health-seeking behavior in leprosy patients is also influenced by structural factors such as the availability of health facilities, distance, transportation costs, and the quality of communication between health workers and patients. Research in various endemic countries confirms that friendly, accessible primary health care services that provide comprehensive education can improve early detection and therapy adherence. Patient SA, an 11-year-old child diagnosed with multibacillary (MB) leprosy and has been undergoing treatment for four months. The progression of the disease to MB indicates limitations in early symptom recognition and the family's health-seeking behavior, which may be influenced by low perceptions of disease susceptibility and severity, lack of knowledge, and barriers to accessing health services. However, after the diagnosis was confirmed and education provided by health workers, positive behavioral changes occurred, indicated by the patient's adherence to routine therapy as recommended.

Sri Rahayu; Mirza Anindya Pangestika

Jurnal Pengabdian dan Pembangunan Lokal 2026 Lembaga Pengembangan Kinerja Dosen

Early Childhood Education (PAUD) or Kindergarten (TK) is an important level of education in building the foundations for children's overall development, covering aspects of religious and moral values, physical-motor skills, cognitive skills, language, social-emotional skills, and the arts. The development of PAUD/TK currently shows a positive trend, as seen in the increasing public awareness, number of institutions, and participation of children aged 4–6 years. However, challenges still arise, such as limited facilities and infrastructure, variations in educator competence, differences in access to services between regions, and the need for stimulation at home. Competition among early childhood education institutions is quite fierce, driving innovation in learning quality, teacher competence, facilities, and flagship programs. In this context, marketing management plays a strategic role in building the institution's image, conveying information about educational services, identifying community needs, and increasing the institution's competitiveness in an ethical and sustainable manner. TK Muslimat NU Pakembaran, as a religious-based PAUD institution, plays an important role in developing children's development and instilling Islamic values. Although the marketing strategy is still simple and predominantly based on a familial approach and word-of-mouth promotion, these efforts are effective in building community trust and loyalty. In the future, strengthening a more systematic marketing management can increase competitiveness, expand the reach of information, and support the sustainability of the institution in providing quality, religious, and character-building early childhood education services.

Aditya Saputra Firman Nurhaya; Intan Kusumaningayu; Mufidah Mufidah

Konstruksi: Publikasi Ilmu Teknik, Perencanaan Tata Ruang dan Teknik Sipil 2026 Asosiasi Riset Ilmu Teknik Indonesia

The relocation of the Social Welfare Shelter Environment (Lingkungan Pondok Sosial/Liponsos) in Sidoarjo represents a strategic effort to address social and spatial issues characterized by overcapacity, limited facilities, and an inadequate living environment that does not fully support the physical and psychological needs of people with social welfare problems (PMKS). These conditions indicate that the challenges faced by Liponsos are not merely social in nature but are also closely related to the quality of the built environment, which significantly influences the rehabilitation and recovery process of its residents. Therefore, a human-centered design approach is required in planning social service facilities. This study aims to analyze the application of humanistic architecture principles in the planned relocation of the Sidoarjo Liponsos as a foundation for creating a more livable, dignified, and user-oriented environment. The research employs a literature review method by collecting data from relevant books, journals, regulations, and previous studies. The analysis is conducted using descriptive and content analysis to examine the relationship between humanistic architectural principles and the needs of residents within social welfare facilities. The results indicate that the humanistic architectural approach is highly relevant to the relocation of Liponsos, particularly through spatial zoning based on levels of privacy and security, the provision of green open spaces and communal areas as media for social interaction and therapeutic activities, and the design of self-development spaces that support rehabilitation and empowerment. The implementation of these principles is expected to create a built environment that not only fulfills basic functional requirements but also supports psychological recovery, social stability, and sustainable improvement in the quality of life of PMKS residents.  

Faramayla Adinda Rinaldy; Andarita Rolalisasi; Febby Rahmatullah Masruchin

Konstruksi: Publikasi Ilmu Teknik, Perencanaan Tata Ruang dan Teknik Sipil 2026 Asosiasi Riset Ilmu Teknik Indonesia

Surabaya is one of the metropolitan cities in Indonesia with significant potential for the development of sports performance and the improvement of public health quality. The advancement of modern sports requires a sport science–based approach that integrates training, health, technology, and research aspects. However, the lack of integrated sport science facilities remains a major challenge. Therefore, proper site selection is a crucial factor in the design of a Sport Science Center. This study aims to formulate appropriate site selection criteria for the design of a Sport Science Center in Surabaya. The research method used is descriptive qualitative, employing literature studies, site observations, and comparative analysis of alternative sites based on predetermined criteria. The results indicate that the main site selection criteria include accessibility, proximity to supporting facilities, compliance with spatial planning regulations, environmental conditions, land area, and future development potential. Based on the analysis, the Middle East Ring Road (MERR) area in Surabaya is considered the most suitable location for the development of a Sport Science Center.

Yohana Dwi Fernanda; Nursalam Nursalam; Jim B. Kolianan

Jurnal Media Administrasi 2026 Universitas 17 Agustus 1945 Semarang, Indonesia

Public space revitalization is an important strategy in urban development aimed at improving the quality of urban environments while stimulating social interaction and local economic activities. This study aims to evaluate the implementation of the Motang Rua Field revitalization program in Manggarai Regency and assess the extent to which the program achieved its intended development objectives. The study employed a qualitative descriptive approach. Data were collected through field observations, in-depth interviews with key informants including local government officials, project contractors, small business actors, and community members, as well as documentation related to the revitalization program. Data were analyzed through data reduction, data display, and conclusion drawing, supported by triangulation techniques to ensure data validity. The findings indicate that the revitalization program demonstrates a high level of relevance to community needs and aligns with the regional development vision of Ruteng Kota Molas. The implementation process shows strong coherence through effective inter-institutional coordination and consistency between planning and execution. The revitalization has also proven effective in improving public facilities, enhancing community social activities, and stimulating local economic growth through increased micro and small business activities. Furthermore, the program was implemented efficiently in terms of budget management and project timeline. The revitalization also contributes to strengthening socio-cultural values through the preservation of the historical figure Motang Rua and shows strong sustainability potential through increased public utilization of the revitalized space.

Maria Stella Maris Muke Samu; Made Ngurah Demi Andayana; Adriana Rodina Fallo; Marthina Raga Lay

Jurnal Media Administrasi 2026 Universitas 17 Agustus 1945 Semarang, Indonesia

Micro, Small, and Medium Enterprises (MSMEs) play a strategic role in promoting economic growth and improving community welfare, particularly at the regional level. In Nagekeo Regency, the ikat weaving craft sector represents an important local economic potential that also carries significant cultural value. However, weaving entrepreneurs still face several challenges, including limited business capital, restricted market access, and low utilization of digital technology for product marketing. This study aims to analyze the role of the Department of Cooperatives, Industry, and Trade of Nagekeo Regency in empowering MSME actors, particularly ikat weaving groups. The research employs a qualitative approach with a descriptive research design. The study involved 18 informants consisting of local government officials, MSME actors, and institutional partners selected through purposive sampling. Data collection techniques included observation, in-depth interviews, and documentation, while data analysis was conducted through data reduction, data presentation, and conclusion drawing. The findings indicate that the department performs facilitative, educative, and technical roles in empowering weaving groups through production training, digital marketing assistance, provision of business facilities, and technical guidance on product innovation. These programs contribute to improving weavers’ skills, product quality, and market opportunities, although their implementation still faces limitations related to budget constraints and uneven program coverage.

Suyono Suyono; Jihan Na’imah Ritonga; Raudhatul Jannah; Miranda Tambunan; Ratmini Pasaribu

Jurnal Riset Rumpun Matematika dan Ilmu Pengetahuan Alam 2026 Pusat riset dan Inovasi Nasional

This study aims to analyze the effectiveness of play-based methods in Physical Education, Sports, and Health (PJOK) learning for sixth-grade students at Pelangi Elementary School. The background of this study is the decline in movement motivation in upper-grade students due to excessive focus on academic workload. The research method used is descriptive qualitative with data collection techniques in the form of participatory observation and in-depth interviews with key informants. The results of the study indicate that the integration of structured games in the Lesson Implementation Plan (RPP) can improve motor coordination and students' social values. In addition, modifications to game tools and rules provide creative solutions to overcome the limitations of existing facilities. The conclusion of the study confirms that the play-based approach functions not only as a recreational activity but also as an effective formal instructional method to achieve curriculum targets holistically, supporting students' physical and social development simultaneously. This approach is expected to be implemented more widely in schools to improve the quality of PJOK learning.

Putri Astri Rahmadani; Ibrahim Tohar; Rahman Hakim

Konstruksi: Publikasi Ilmu Teknik, Perencanaan Tata Ruang dan Teknik Sipil 2026 Asosiasi Riset Ilmu Teknik Indonesia

The Regional Public Library of Sidoarjo Regency plays an important role as a public facility in supporting the development of community literacy. Along with population growth and the advancement of the education sector, the library is required to provide spaces that are comfortable, safe, and inclusive for all users. However, existing conditions indicate various architectural problems that potentially hinder the optimal function of the library. This study aims to identify architectural issues at the Regional Public Library of Sidoarjo Regency, including building conditions, spatial layout, user comfort, and the availability of thematic literacy facilities and inclusive spaces. The research method employed observation and literature review. Field observation was conducted to document the actual conditions of the building and library facilities, while the literature review focused on library standards, building regulations, and relevant architectural theories. The results show that although the library building is structurally adequate, the quality of space has not fully met the required standards of comfort, safety, and functionality. The spatial arrangement remains conventional and lacks flexibility, limiting its ability to support diverse literacy activities. In addition, thematic literacy facilities and the application of inclusive design principles are still limited. This study concludes that architectural development efforts are needed, focusing on improving spatial quality, implementing adaptive spatial planning, and providing more diverse and inclusive literacy facilities. The findings are expected to serve as a reference for future development planning of the Regional Public Library of Sidoarjo Regency in order to enhance its role as an educational public space and a community literacy center.

Natasya Aurelia Putri Mardian; Mufidah Mufidah; Rahman Hakim

Konstruksi: Publikasi Ilmu Teknik, Perencanaan Tata Ruang dan Teknik Sipil 2026 Asosiasi Riset Ilmu Teknik Indonesia

The elderly population in Indonesia, particularly in Surabaya, has been growing significantly, making the need for facilities serving the elderly increasingly urgent. Elderly rehabilitation services must be provided holistically, covering four main aspects: social, health, psychological, and spiritual. However, the implementation of holistic services in some nursing homes still shows differences in quality and has not fully met the expected standards. This study aims to analyze and compare holistic services in two nursing homes, namely Griya Lansia Husnul Khatimah in Malang and UPTD Griya Wreda Jambangan in Surabaya. The method used in this study is descriptive-qualitative comparison, with a field observation approach and a literature review to establish assessment criteria based on the four aspects of holistic services. The research results show that both nursing homes analyzed have shortcomings in the social and psychological service aspects. This indicates a gap in the quality of services received by the elderly in both homes, which needs attention to ensure that holistic services can be applied more effectively and in line with the established standards. This study is expected to provide recommendations for improving the quality of services in nursing homes in Indonesia.

Nike Handayani

Presidensial : Jurnal Hukum, Administrasi Negara, dan Kebijakan Publik 2026 Asosiasi Peneliti dan Pengajar Ilmu Hukum Indonesia

The National Health Insurance Program (JKN) is a government policy aimed at providing health protection for all Indonesians through fair, equitable, and sustainable healthcare services. However, its implementation still faces various challenges and issues. This study aims to analyze the implementation of the JKN program in Indonesia using a systematic literature review and the CIPP (Context, Input, Process, Product) evaluation model. Ten scientific articles published between 2021 and 2025 were selected and analyzed based on established inclusion and exclusion criteria. The results indicate that in the context aspect, there are still problems, such as a large number of participants with inactive membership status and a low level of public understanding of their rights and obligations as JKN participants. In the input aspect, obstacles faced include limited health workers, uneven distribution, and inadequate facilities and infrastructure. Furthermore, in the process aspect, various obstacles were found, such as long service queues, complex administrative procedures, disruptions in the medical record system, and the suboptimal use of digital-based services. Meanwhile, in terms of products, the National Health Insurance (JKN) program has proven effective in improving public access to healthcare services, although service quality remains uneven, drug availability remains unstable, and the BPJS Kesehatan financing system still faces several challenges. Overall, the JKN program has had a positive impact on the community, but comprehensive improvements are still needed, particularly in strengthening governance, equitable access to services, and improving the quality of healthcare services.

Grace Marveline Lucky Hantiono; U. Yuyun Triastuti

An International Journal Tourism and Community Review 2026 Akademi Kesejahteraan Sosial Ibu Kartini Semarang

The hospitality industry is a strategic sector within the global tourism system that heavily depends on service quality and food safety assurance. In hotel operations, the pastry division represents a high-risk unit due to the use of perishable ingredients and intensive manual handling processes. This study aims to analyze the implementation of hygiene and sanitation practices in the Pastry Division of Hotel Aruss Semarang in supporting food safety standards within the hospitality industry. This research employs a qualitative approach with a case study design. Data were collected through participatory observation, semi-structured interviews, and document analysis, including Standard Operating Procedures (SOPs), sanitation checklists, and temperature control records. Data validity was strengthened through triangulation and member checking, while thematic analysis was used to identify key implementation patterns. The findings indicate that the implementation of personal hygiene, environmental sanitation, and Good Manufacturing Practices (GMP) has generally complied with most of the requirements of Good Processed Food Manufacturing Practices (CPPOB). The availability of sanitation facilities, periodic medical check-ups, equipment maintenance, and FIFO-based storage systems demonstrate management commitment to preventive risk control. However, inconsistencies in handwashing practices and minor construction details that do not fully meet hygienic design standards indicate areas requiring improvement. Overall, hygiene and sanitation implementation in the Pastry Division has been effective in supporting food safety. Strengthening behavioral compliance, continuous training, and facility optimization are recommended to achieve a more sustainable and comprehensive food safety management system.

Sri Yulianty Mozin; Indah Putri Pakaya; Florasita Detuage; Alya Ramadani Samuel; Moh Rizal Tuna

International Journal of Social Science and Humanity 2026 Asosiasi Penelitian dan Pengajar Ilmu Sosial Indonesia

Public service quality serves as a crucial metric for assessing how well the government meets the needs and expectations of the community. Within public administration, the effectiveness of public services indicates the government's capability to deliver governance that is open, responsible, and focused on the citizens. In Indonesia, one tool for gauging public service effectiveness is the Community Satisfaction Index (Indeks Kepuasan Masyarakat/IKM). This research seeks to examine how community satisfaction in public services is measured by identifying various service components and the approach used to compute the IKM. A descriptive qualitative research method is employed, utilizing a literature review. Information was gathered from books, academic journals, government regulations, and other scholarly materials relevant to public service quality and community satisfaction. The results reveal that the IKM measurement system offers a comprehensive framework for assessing the performance of public services based on several aspects, including service requirements, processes, completion time, costs, the skills and conduct of service personnel, and available facilities. Additionally, the findings demonstrate that enhancements in service quality, transparency, and the responsiveness of public organizations greatly affect community satisfaction levels. As a result, ongoing assessments of public services through the IKM framework are vital for improving governance effectiveness, boosting service delivery, and reinforcing public confidence in government agencies.

Sandi Malik Fajar Jojang; Ernawati Ernawati; Dara Fitriani

Jupiter: Publikasi Ilmu Keteknikan Industri, Teknik Elektro dan Informatika 2026 Asosiasi Riset Ilmu Teknik Indonesia

The increase in the number of elderly residents demands the provision of residential facilities that not only meet physical needs, but also support the psychological and social well-being of their users. This study aims to formulate the concept of behavioral architecture-based nursing home design by focusing on the relationship between elderly activity patterns, privacy levels, and spatial relationships of space in the local context of Indonesia. This study uses a qualitative-descriptive approach in the framework of architectural design, with data collection through observation of elderly activities, site analysis, and documentation studies. Activity data was analyzed to identify space needs and usage patterns, then synthesized with site characteristics to formulate the concepts of zoning, circulation, and behavior-based spatial relationships. The results of the study show that the activities of the elderly form a layered behavioral structure, including residential and health activities as primary needs as well as social, productive, and educational activities as support for psychosocial welfare. Hierarchically arranged space zoning based on privacy levels has been proven to improve the readability of the space, sense of security, and comfort of the elderly. The integration of green open spaces as part of the activity system also strengthens support for light physical activity and social interaction. This study confirms that the application of behavioral architecture allows the translation of data on elderly behavior and site conditions into a contextual, humanist, and quality-of-life-oriented design concept. These findings provide practical implications for designers and policymakers in the development of sustainable elderly housing.

Septa Reni; Tjipto Rini; Sandra Dewi

International Journal of Entrepreneurship and Management 2026 Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Patient safety culture is an essential component in improving the quality of healthcare services and preventing medical errors in hospitals. However, the implementation of patient safety culture is often influenced by several organizational and individual factors, including situational awareness, availability of hospital infrastructure, and the balance between effort and rewards experienced by healthcare workers. This study aims to analyze the influence of situational awareness and hospital infrastructure on patient safety culture, with effort–reward imbalance acting as a mediating variable. The research was conducted at RSIA Tiara and involved healthcare workers as respondents. A quantitative approach with a cross-sectional design was applied in this study. Data were collected through structured questionnaires distributed to healthcare professionals and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results show that situational awareness has a significant positive effect on effort–reward imbalance and patient safety culture. Hospital infrastructure also significantly influences effort–reward imbalance and patient safety culture. Furthermore, effort–reward imbalance significantly affects patient safety culture and mediates the relationship between situational awareness, hospital infrastructure, and patient safety culture. These findings indicate that improving healthcare workers’ situational awareness and ensuring adequate hospital infrastructure can help reduce work imbalance and strengthen patient safety culture. In conclusion, hospital management should prioritize training programs to enhance situational awareness, improve supporting facilities, and implement fair reward systems to promote a sustainable and positive patient safety culture in healthcare organizations.

La Ode Liaumin Azim

Jurnal Praba : Jurnal Rumpun Kesehatan Umum 2026 STIKES Columbia Asia Medan

Acute Respiratory Infections (ARI) remain one of the public health problems that contribute significantly to high morbidity rates, especially among vulnerable groups. Community health centers, as primary health care facilities, play an important role in recording, reporting, and monitoring cases through surveillance systems. This study aims to determine the description of ARI cases and evaluate the implementation of the ARI surveillance system at the Perumnas Community Health Center from August to October 2025. This study uses a descriptive evaluative approach. The surveillance system evaluation is based on the 5M components, namely man, money, material, method, and machine. Data were obtained through a review of surveillance documents and observation of the implementation of the ARI case recording and reporting system at the health center. The results of the study indicate that ARI is still one of the most common diseases found in the Perumnas Community Health Center's working area. The implementation of ARI surveillance is generally running well, but there are still several obstacles in terms of human resources, supporting facilities, data completeness, and optimization of reporting methods. These conditions affect the quality of the epidemiological information produced. Therefore, it is necessary to strengthen the surveillance system by increasing the capacity of officers, providing supporting facilities, and improving recording and reporting mechanisms so that the implementation of ARI surveillance is more effective and supports disease control efforts.

Muhammad Fadli Brahmana; Siti Aisyah; Hasbi Fauzan Insyirah; Muhammad Yuga Syahputra; Farhan Abdillah Panjaitan

Nusantara: Jurnal Pengabdian kepada Masyarakat 2026 Pusat Riset dan Inovasi Nasional

Plastic waste management in rural areas, particularly in tourism villages, remains an environmental challenge that requires sustainable solutions. Negeri Tongging Village, as a tourism area around Lake Toba, has experienced an increase in household plastic waste that has not been managed optimally, potentially affecting environmental quality and community well-being. This community service activity aimed to enhance community awareness and capacity in plastic waste management through the implementation of a circular economy approach based on a waste exchange program and ecobrick production. A participatory approach was employed by actively involving the community in all stages of the activity, including socialization, program implementation, and evaluation. The program was carried out during the 2025 Community Service Program of Universitas Islam Negeri Sumatera Utara, consisting of circular economy socialization, collection of plastic waste through an exchange scheme with basic necessities, training on ecobrick production, and the provision of supporting facilities for environmental cleanliness. The results indicate an increase in community participation and environmental awareness, a reduction in improperly disposed plastic waste, and an improvement in community skills in processing plastic waste into useful products. In addition, the activity strengthened mutual cooperation and environmental responsibility among community members. In conclusion, the application of a circular economy approach through ecobrick-based activities can serve as an effective alternative solution for plastic waste management while simultaneously supporting sustainable community empowerment in rural tourism areas.

Ratih Ayu Ningsih; Inas Syabanasyah; Solehudin Solehudin

Jurnal Siti Rufaidah 2026 PPNI UNIMMAN

Patient safety is one of the key elements in providing quality health services. Patient safety is a top priority because it has become a global issue in hospital health services. This study aims to determine the relationship between workload and the implementation of patient safety among nurses in the Outpatient Room of Grha Permata Ibu Hospital in 2025. This study is a quantitative, analytical study. This quantitative research uses a cross-sectional design. The population in this study consisted of 40 nurses in the Outpatient Room of Grha Permata Ibu Hospital. Therefore, the sample in this study consisted of 40 respondents using a total sample technique. The instrument used in this study was a questionnaire. Data analysis was performed using univariate and bivariate analysis with the chi-square test. Based on the statistical test results, the p-value was 0.023, meaning that p-value < α (0.05). Therefore, it can be concluded that there is a relationship between workload and the implementation of patient safety among nurses in the Outpatient Ward of Grha Permata Ibu Hospital in 2025. The hospital is advised to ensure fair task distribution, provide facilities, and offer training and psychological support to manage stress.

Kinanti Eksa Putri; Dwi Kurniawan; Fitri Widiastuti

Master Manajemen 2026 Fakultas Ekonomi & Bisnis, Universitas Nusa Nipa

The research entitled Service Quality in Handling Complaints of BPJS Kesehatan Participants in Jambi City aims to investigate the quality of BPJS Kesehatan services in handling participant complaints and identify improvement efforts that are carried out in a sustainable manner. This study uses a qualitative approach with a phenomenological design to understand participants' experiences, perceptions, and satisfaction levels in depth. Data was collected through interviews, observations, and documentation of participants and service officers, then analyzed through the stages of data reduction, data presentation, and conclusion drawing systematically. The results of the study show that the quality of service at BPJS Kesehatan Jambi City is relatively good, characterized by adequate facilities, relatively clear service procedures, information transparency, and high responsiveness of officers in following up on complaints. However, accessibility challenges are still found, especially for participants who have limitations in the use of digital technology and access to information. Improvement efforts such as the development of digital-based complaint channels, optimization of face-to-face services, improving officer competence, and consistently implementing standard operating procedures reflect the institution's commitment to improving the quality of public services effectively and sustainably.