The Effectiveness of Claim Queue Services and Participant Reception on the Onsite Queue System

Arfandi Nur; Popong Nurhayati; Linda Karlina Sari

doi:10.37641/jimkes.v14i2.4941

Authors

Arfandi Nur Institut Pertanian Bogor, Indonesia
Popong Nurhayati Institut Pertanian Bogor, Indonesia
Linda Karlina Sari Institut Pertanian Bogor, Indonesia

DOI:

https://doi.org/10.37641/jimkes.v14i2.4941

Keywords:

Public Service, Queuing System, Service Efficiency, Technology Acceptance Model

Abstract

The study specifically seeks to identify factors influencing participant acceptance, analyze the service load of the manual queuing system, and provide recommendations for effective claim service load management. A mixed-methods approach was used, combining quantitative surveys and qualitative in-depth interviews. Data were analyzed using the Technology Acceptance Model (TAM), Structural Equation Modeling–Partial Least Squares (SEM-PLS), and the Multiple Channel Queuing System framework. Results show that social influence does not significantly affect perceived usefulness, but has a significant effect on perceived ease of use. Furthermore, perceived ease of use significantly influences perceived usefulness and behavioral intention, while perceived usefulness does not significantly affect behavioral intention. Behavioral intention, in turn, has a significant effect on actual system use. While participants generally demonstrate high digital literacy, formal organizational communication channels remain underutilized. Analysis of the manual queuing system also indicates that service waiting times have not met established performance targets. This study provides an integrated analysis combining TAM, SEM-PLS, and Multiple Channel Queuing System modeling to evaluate public service performance. Findings offer strategic recommendations to optimize queue management and enhance service efficiency across branches.

Downloads

Download data is not yet available.

References

Abdalla, R. A. (2024). Examining awareness, social influence, and perceived enjoyment in the TAM framework as determinants of ChatGPT. Personalization as a moderator. Journal of Open Innovation: Technology, Market, and Complexity, 10(3), 327-337.

Aji, G., Sukardani, P., Setianingrum, V. M., & Indrajayani, G. G. (2023). Interactivity on government social media to improve public services. Commentary: Journal of Communication Management, 4(1), 12-25.

Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Algharabat, R. (2018). Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk. Journal of Retailing and Consumer Services, 40(9), 125-138.

Al-Muttaqin, F. A., & Nugroho, R. A. (2025). Effectiveness of digital-based public service innovation: Case study of population services in Indonesia’s local government. JAKPP: Jurnal Analisis Kebijakan dan Pelayanan Publik, 11(1), 1-16.

Berhan, E. (2015). Bank service performance improvements using multi-server queue system. IOSR Journal of Business and Management, 17(6), 65–69.

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.

Dewi, E. K., Muhaemin, Y., Sitompul, G. A., Parinduri, R. Y., & Rika, M. (2025). Digital transformation in public services: Evaluation of e-government implementation in Indonesia. Socius: Jurnal Penelitian Ilmu-Ilmu Sosial, 3(4), 1–8.

Direktorat Pelayanan BPJS Ketenagakerjaan. (2024). Monthly report Desember 2024. Retrieved on October, 23, 2025 from https://www.bpjsketenagakerjaan.go.id/assets/uploads/laporan_tahunan/Laporan_Terintegrasi_BPJS_Ketenagakerjaan_2024_5mb_publish.pdf.

Dwivedi, Y. K., Rana, N. P., Jeyaraj, A., Clement, M., & Williams, M. D. (2020). Re-examining the unified theory of acceptance and use of technology (UTAUT): Toward a revised theoretical model. Information Systems Frontiers, 22(3), 719–734.

ElSaidy, M., & Metwally, A. H. (2022). The social influence relation with perceived ease of use for online meeting. The Egyptian Statistical Journal, 66(1), 1-9.

Ernungtyas, N. F., Irwansyah, I., Boer, R. F., & Qadrifa, S. S. (2024). Exploring the utilization of government social media as an information source. Jurnal Studi Komunikasi dan Media, 28(2), 135–152.

Gani, M. O., Rahman, M. S., Bag, S., & Mia, M. P. (2024). Examining behavioural intention of using smart health care technology among females: dynamics of social influence and perceived usefulness. Benchmarking: An International Journal, 31(2), 330-352.

Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modelling (PLS-SEM). Los Angeles: Sage Publications.

Harsono, H., Sugiharto, S., & Rinayati, R. (2021). Persepsi peserta terhadap aplikasi Mobile JKN berbasis technology acceptance model di Klinik Pratama Surya Medika Semarang. Jurnal Ilmiah Manajemen Kesatuan, 9(2), 191–200.

Hasanah, D. I., Novariza, E., Radiansyah, R. R., & Riaji, I. A. R. (2025). Transformasi pelayanan publik berbasis inovasi digital (studi kasus deskriptif pemerintah Kota Semarang). Moderat: Jurnal Ilmiah Ilmu Pemerintahan, 11(2), 434-444.

Hediyati, S. N., Mannan, A., & Syarifuddin, S. (2025). Digital-based public service innovation (e-government): A new paradigm in public service delivery. Interdisciplinary Journal of Global and Multidisciplinary, 2(1), 190–198.

Heizer, J., & Render, B. (2011). Operations management. Boston: Pearson Education.

Hussain, A., Zhiqiang, M., Li, M., Jameel, A., Kanwel, S., Ahmad, S., & Ge, B. (2025). The mediating effects of perceived usefulness and perceived ease of use on nurses’ intentions to adopt advanced technology. BMC Nursing, 24(1), 33-43.

Ikwanto, A. N. P., & Indriani, F. (2024). The impact of perceived usefulness, perceived ease of use, and digital literacy on QRIS adoption. Research Horizon, 4(6), 281–290.

Ilieva, G., Yankova, T., Ruseva, M., Dzhabarova, Y., Zhekova, V., Klisarova-Belcheva, S., ... & Dimitrov, A. (2024). Factors influencing user perception and adoption of e-government services. Administrative sciences, 14(3), 54-66.

Irda, I., Putri, T. D., Utami, W., & Kamela, I. (2024). Exploring the impact of perceived usefulness on behavioral intention: The mediating role of trust. Jurnal Manajemen Universitas Bung Hatta, 19(2), 199-210.

Kardi, T. (2012). Queuing rule of thumb based on M/M/s queuing theory with applications in construction management. Civil Engineering Dimension, 14(3), 302-323.

Khan, W. A., & Abideen, Z. U. (2023). Effects of behavioural intention on usage behaviour of digital wallet: the mediating role of perceived risk and moderating role of perceived service quality and perceived trust. Future Business Journal, 9(1), 73-90.

Ng, C.-H., & Sim, B.-H. (2008). Queueing modelling fundamentals with applications in communication networks. Chichester: John Wiley & Sons.

Nurjannah, U., Hasymi, E., & Putera, R. E. (2025). Information technology-based public service innovation management strategy: A case study of mobile application usage in government agencies. Jurnal Ilmiah Ekotrans & Erudisi, 5(1), 33-49.

Padmawidjaja, L. (2023). The influence of perceived usefulness and perceived ease of use on behavioral intention using the technology acceptance model approach. Enrichment: Journal of Management, 13(3), 1759–1771.

Ramadhan, S. A., & Pribadi, U. (2024). Building citizen satisfaction with e-government services: A case study of the population administration information system (SIAK). Jurnal Manajemen Pelayanan Publik, 8(3), 972–988.

Republic of Indonesia. (2011). Law of the Republic of Indonesia Number 24 of 2011 concerning the Social Security Administration Agency.

Sallam, M., Elsayed, W., Al-Shorbagy, M., Barakat, M., El Khatib, S., Ghach, W., ... & Malaeb, D. (2024). ChatGPT usage and attitudes are driven by perceptions of usefulness, ease of use, risks, and psycho-social impact: a study among university students in the UAE. In Frontiers in Education (Vol. 9, p. 1414758). Lausanne: Frontiers Media SA.

Sidabutar, T. S. E., & Hanani, R. (2025). The effect of perceived usefulness and perceived ease of use on behavioral intention to use the E-Kinerja application. Journal of Public Policy and Management Review, 14(1),925-945.

Sihombing, I. L., & Ritonga, F. U. (2024). Manfaat program layanan BPJS Ketenagakerjaan bagi kesejahteraan masyarakat. Sosmaniora: Jurnal Ilmu Sosial dan Humaniora, 3(3), 322–327.

Susilawati, S., Kurniawati, K., Ilham, D., Sunarsi, D., & Haedar, A. W. (2024). Digital-based public services in public sector organizations in Indonesia. Jurnal Pallangga Praja, 6(1), 67–74.

Sutrisno, H. (2020). Pengaruh BPJS Ketenagakerjaan dalam meningkatkan kesejahteraan tenaga kerja. PREPOTIF: Jurnal Kesehatan Masyarakat, 4(1), 78–84.

Syafaastuti, S., Delfina, Y., & Syahchari, D. H. (2024). The use of the technology acceptance model (TAM) to analyze the effects of social influence on the interest in implementing cashless payment (QRIS). In 2024 7th International Conference of Computer and Informatics Engineering (IC2IE) (pp. 1-6). New Jersey: IEEE.

Syamillah, F., Sadat, A. M., & Berutu, M. B. (2024). The influence of perceived usefulness, perceived ease of use, and perceived value on intention to use e-commerce. JRMSI-Jurnal Riset Manajemen Sains Indonesia, 16(2), 88-99.

Tambunan, E. N., Pahlevi, H., & Riady, Y. (2025). The role of BPJS employment improving worker welfare in Indonesia. Contemporary Journal of Applied Sciences, 3(1), 991–1002.

Tamilmani, K., Rana, N. P., Prakasam, N., & Dwivedi, Y. K. (2021). The battle of brain vs. heart: A literature review and meta-analysis of hedonic motivation use in UTAUT2. International Journal of Information Management, 56(2), 222-235.

Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425–478.

Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178.

Zubir, M. H. H., & Latip, A. M. S. (2024). Factors affecting citizens’ intention to use e-government services: assessing the mediating effect of perceived usefulness and ease of use. Transforming Government: People, Process and Policy, 18(3), 384-399.