KUALITAS LAYANAN KLAIM JAMINAN HARI TUA (JHT) MENGGUNAKAN PLATFORM LAYANAN TANPA KONTAK FISIK (LAPAK ASIK) PADA MASA PANDEMI (Studi Pada BPJS Ketenagakerjaan Cabang Yogyakarta)

The background of this research is the service at BPJS Employment Yogyakarta Branch during the pandemic using an online service platform called LAPAK ASIK (Layanan Tanpa Kontak Fisik). Designated by the central government to break the chain of the COVID-19 virus, the LAPAK ASIK platform is designated as an online queue service for submitting claims to the Old Age Security Program/ Jaminan Hari Tua (JHT) so the participants who claimed it did not have to visit the branch office directly. Because many companies have fired their employees during this pandemic, the increase in filing claims for Old Age Security/ Jaminan Hari Tua (JHT) has been enormous. The goal of this study was to analyze the quality of the Old Age Insurance/ Jaminan Hari Tua (JHT) claim service at the BPJS Employment Branch Office in Yogyakarta during the pandemic utilizing the LAPAK ASIK platform. This research employs a quantitative descriptive approach. By distributing questionnaires to 100 response participants, data gathering approaches were used. The sample of the research is all BPJS Employment participants who have submitted a claim for the Old Age Security Program (JHT) at BPJS Ketenagakerjaan Branch Yogyakarta. The results showed that the quality of tangible services, reliability, responsiveness, assurance and empathy were generally good enough, except one variable, which was responsiveness variable. This variable is affected by slow data collection of submission participants due to the accumulation of submissions which increases every day