From Awareness to Action: Evaluating a Community-Based Intervention to Improve Organizational Commitment and Public Service Performance in BPJS Ambon

Rosana Ana Marin Siahaya; Wulan Aulia Buton; Sakina Safarian Aihunan; Aknes Melani Nunumete; Suci Andini Slamet; Julia Theresia Patty

Authors

Rosana Ana Marin Siahaya Universitas Pattimura, Indonesia
Wulan Aulia Buton Univesitas Pattimura, Indonesia
Sakina Safarian Aihunan Univesitas Pattimura, Indonesia
Aknes Melani Nunumete Univesitas Pattimura, Indonesia
Suci Andini Slamet Univesitas Pattimura, Indonesia
Julia Theresia Patty Univesitas Pattimura, Indonesia

Keywords:

Community Engagement, Job Satisfaction, Organizational Commitment, Participatory Counseling, Public Service Performance

Abstract

This study addresses the persistent gap between formal institutional design and service delivery quality in public administration, focusing on BPJS Kesehatan in Ambon. Despite its strategic mandate, service performance remains constrained by low organizational commitment, while existing interventions are predominantly administrative and fail to engage employees’ psychological and social dimensions. This research develops and evaluates a participatory counseling-based intervention model to strengthen organizational commitment and improve public service performance. A mixed-methods approach with an embedded case study design was employed. Qualitative data were collected through participatory observation, in-depth interviews, and documentation, while quantitative data were obtained via pre- and post-test surveys measuring organizational commitment, job satisfaction, and leadership perception. Data were analyzed using thematic analysis and inferential statistics. The findings demonstrate that the intervention significantly enhances employees’ awareness and internalization of organizational commitment. Transformational leadership plays a critical mediating role, while stress management and job satisfaction further reinforce outcomes. These improvements lead to better service efficiency and higher public satisfaction. This study proposes a novel participatory counseling-based model integrating organizational behavior, leadership, and community engagement, offering a replicable framework for sustainable organizational change in public service institutions.

References

Akbar, A. (2021). Collaborative spatial learning for improving public participation practice in Indonesia [University of Twente]. https://doi.org/10.3990/1.9789036552226

Ashikali, T., Groeneveld, S., & Kuipers, B. (2021). The Role of Inclusive Leadership in Supporting an Inclusive Climate in Diverse Public Sector Teams. Review of Public Personnel Administration, 41(3), 497–519. https://doi.org/10.1177/0734371X19899722

Atika, O., Junaedi, A. T., Purwati, A. A., & Mustafa, Z. (2022). Work Discipline, Leadership, and Job Satisfaction on Organizational Commitment and Teacher Performance of State Junior High School in Bangko District, Rokan Hilir Regency. Journal of Applied Business and Technology, 3(3), 251–262. https://doi.org/10.35145/jabt.v3i3.109

Azmy, A. (2021). Implications of Job Satisfaction, Organizational Commitment, and Organizational Culture on Organizational Citizenship Behavior in Electrical Professional Organizations in Indonesia. International Journal of Applied Business Research, 3(2), 63–80. https://doi.org/10.35313/ijabr.v3i2.152

Bahri, S., Ramly, M., Gani, A., & Sukmawati, S. (2021). Organizational Commitment and Civil Servants Performance: The Contribution of Intelligence, Local Wisdom and Organizational Culture. European Journal of Business and Management Research, 6(1), 128–134. https://doi.org/10.24018/ejbmr.2021.6.1.720

Balqis, S. N., Usman, N., & Ismail. (2025). Partnership in Participative Leadership and Organizational Communications: Factors Shaping Junior High School Teacher Performance. Tafkir: Interdisciplinary Journal of Islamic Education, 6(1), 213–225. https://doi.org/10.31538/tijie.v6i1.1372

Burdine, J. T., Thorne, S., & Sandhu, G. (2021). Interpretive description: A flexible qualitative methodology for medical education research. Medical Education, 55(3), 336–343. https://doi.org/10.1111/medu.14380

Choirul Saleh, Ibad, S., Mindarty, L. I., & Hariyono, B. S. (2023). Public service innovation process of smart kampung program at Banyuwangi. Jurnal Studi Komunikasi (Indonesian Journal of Communications Studies), 7(1), 229–248. https://doi.org/10.25139/jsk.v7i1.5854

Doyle, L., McCabe, C., Keogh, B., Brady, A., & McCann, M. (2020). An overview of the qualitative descriptive design within nursing research. Journal of Research in Nursing, 25(5), 443–455. https://doi.org/10.1177/1744987119880234

Fachrudin, K. A., & Sholihin, M. (2021). Examining the mediating effect of job satisfaction on the relationship between budgetary participation and organizational citizenship behavior in Indonesian higher education institutions. Cogent Business & Management, 8(1), e1968990. https://doi.org/10.1080/23311975.2021.1968990

Fardiah, D., Darmawan, F., Rinawati, R., Supaat, V. E. M., & Hadnansyah, E. (2024). Digital transformation through electronic-based government system performance as public relations strategy. PRofesi Humas, 9(1), 23–48. https://doi.org/10.24198/prh.v9i1.56095

Gephart, R. P. (2018). Qualitative Research as Interpretive Social Science. In The SAGE Handbook of Qualitative Business and Management Research Methods: History and Traditions (pp. 33–53). SAGE Publications Ltd. https://doi.org/10.4135/9781526430212.n3

Hariyanto, H., Yeyeng, A. T., Kapugu, B. A., Arowosaiye, Y. I., & Tajuddin, M. S. (2025). Democratization of Village Autonomy in the Construction of Indonesian Administrative Law: Is It Possible? Jurnal Media Hukum, 32(2), 190–209. https://doi.org/10.18196/jmh.v32i2.25216

Harun, H., Graham, P., Kamase, H. P., & Mir, M. (2021). A Critical Analysis of the Impacts of Financial Literacy and NPM on Village Funds Initiative in Indonesia. International Journal of Public Administration, 44(4), 336–345. https://doi.org/10.1080/01900692.2020.1722165

Hasan, M. F. (2025). Educational authority and regulatory legitimacy: comparing normative systems in pesantren and public schools in Indonesia. Legal Pluralism and Critical Social Analysis, 57(2–3), 182–206. https://doi.org/10.1080/27706869.2025.2556586

Hasmawaty, H., Utami, Y. T., & Antoni, D. (2022). Building Green Smart City Capabilities in South Sumatra, Indonesia. Sustainability, 14(13), 7695. https://doi.org/10.3390/su14137695

Hutahaean, M., Eunike, I. J., & Silalahi, A. D. K. (2023). Do Social Media, Good Governance, and Public Trust Increase Citizens’ e-Government Participation? Dual Approach of PLS-SEM and fsQCA. Human Behavior and Emerging Technologies, 23(1), 1–19. https://doi.org/10.1155/2023/9988602

Kartiko, A., Wibowo, G. A., Gobel, L. Van, Wijayanto, A., & Saputra, N. (2023). Improving Teacher Job Satisfaction Through Organizational Commitment and Organizational Citizenship Behavior in The Digitalization Era. Nidhomul Haq : Jurnal Manajemen Pendidikan Islam, 8(2), 315–327. https://doi.org/10.31538/ndh.v8i2.3960

Kuntardina, A., Safi’i, A. A., & Anom, L. (2023). Analisis pengaruh self efficacy, personal networking, public service motivation, dan job participation, sebagai upaya meningkatkan work performance para pengelola desa wisata. BBM (Buletin Bisnis & Manajemen), 9(01), 38–51. https://doi.org/10.47686/bbm.v9i01.567

Kurniawati, E., & Ramli, A. H. (2024). The Influence of Procedural Justice, Organizational Trust, and Organizational Commitment on Work Engagement. Jurnal Ilmiah Manajemen Kesatuan, 12(3), 755–772. https://doi.org/10.37641/jimkes.v12i3.2336

Kustiawan, U., Marpaung, P., Lestari, U. D., & Andiyana, E. (2022). The Effect of Affective Organizational Commitment, Job Satisfaction, and Employee Engagement on Job Happiness and Job Performance on Manufacturing Company in Indonesia. WSEAS Transactions On Business And Economics, 19(2), 573–591. https://doi.org/10.37394/23207.2022.19.52

Latupeirissa, J. J. P., Dewi, N. L. Y., Prayana, I. K. R., Srikandi, M. B., Ramadiansyah, S. A., & Pramana, I. B. G. A. Y. (2024). Transforming Public Service Delivery: A Comprehensive Review of Digitization Initiatives. Sustainability, 16(7), 2818. https://doi.org/10.3390/su16072818

Maxwell, J. A., & Levitt, H. M. (2023). How qualitative methods advance the study of causation in psychotherapy research. Psychotherapy Research, 33(8), 1019–1030. https://doi.org/10.1080/10503307.2023.2181112

Motulsky, S. L. (2021). Is member checking the gold standard of quality in qualitative research? Qualitative Psychology, 8(3), 389–406. https://doi.org/10.1037/qup0000215

Nabhan, F., & Munajat, M. (2023). The role of work engagement and organizational commitment in improving job performance. Cogent Business & Management, 10(2), e2235819. https://doi.org/10.1080/23311975.2023.2235819

Noercahyo, U. S., Maarif, M. S., & Sumertajaya, I. M. (2021). The Role of Employee Engagement on Job Satisfaction and Its Effect on Organizational Performance. Jurnal Aplikasi Manajemen, 19(2), 296–309. https://doi.org/10.21776/ub.jam.2021.019.02.06

Notanubun, Z. (2021). The Effect of Organizational Citizenship Behavior and Leadership Effectiveness on Public Sectors Organizational Performance: Study in the Department of Education, Youth and Sports in Maluku Province, Indonesia. Public Organization Review, 21(1), 1–18. https://doi.org/10.1007/s11115-020-00475-4

Post, A. E., & Kuipers, N. (2023). City Size and Public Service Access: Evidence from Brazil and Indonesia. Perspectives on Politics, 21(3), 811–830. https://doi.org/10.1017/S1537592722003176

Pratiwi, P., Amalia, S., Wahyuadianto, A., Masrully, M., & Setya Nugroho, C. (2024). Continuities of Public Service Innovations (PSIs) in Indonesia’s Local Governments’ Health Services: Whose Initiative Has a Higher Success Rate? Jurnal Ilmu Sosial Dan Ilmu Politik, 27(3), 243. https://doi.org/10.22146/jsp.78742

Putri, J. F. A., Yendra, Y., & Marihi, L. O. (2025). Organizational Commitment on Member Performance Through Job Satisfaction. Advances in Human Resource Management Research, 3(3), 151–166. https://doi.org/10.60079/ahrmr.v3i3.329

Putri, N. D., Tanuwijaya, J., & Putra, A. W. G. (2025). The Effect Of Corporate Social Responsibility, Job Crafting, Employee Motivation, Employee Engagement And Job Satisfaction On Organizational Commitment. EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi Dan Bisnis, 13(1). https://doi.org/10.37676/ekombis.v13i1.6831

Rojikinnor, Gani, A. J. A., Saleh, C., & Amin, F. (2023). Organizational Commitment and Expertise in Determining Community Satisfaction Through Good Governance, Quality of Community Services, and Community Empowerment. Journal of the Knowledge Economy, 14(2), 966–981. https://doi.org/10.1007/s13132-022-00943-w

Santoso, G., Cahyani, R. A., & Heryanto, Y. (2024). Digital Identity Card: Between Public Services And Community Needs (Case Study: Disdukcapil Of Cirebon Regency). Edunity Kajian Ilmu Sosial Dan Pendidikan, 3(9), 893–904. https://doi.org/10.57096/edunity.v3i9.307

Shybalkina, I. (2022). Toward a positive theory of public participation in government: Variations in New York City’s participatory budgeting. Public Administration, 100(4), 841–858. https://doi.org/10.1111/padm.12754

Sihotang, D. M., Hidayanto, A. N., & Kurnia, S. (2025). The e-government adoption ecosystem from the perspective of stakeholder theory: A case study on the village information systems in Indonesia. Information Development, 41(4), 1342–1355. https://doi.org/10.1177/02666669231192879

Siregar, N. A., & Yasmin, D. (2025). The Influence of Job Involvement and Organizational Commitment on Job Satisfaction of Civil Servants at the UPTD Public Health Center of Sungai Ambawang. Electronic Journal of Education, Social Economics and Technology, 6(2), 783. https://doi.org/10.33122/ejeset.v6i2.783

Sodiq, A., Tri Ratnasari, R., & Mawardi, I. (2024). Analysis of the effect of Islamic Leadership and Job Satisfaction on sharia engagement and employee performance of Islamic Banks in Indonesia. Cogent Business & Management, 11(1), 62772. https://doi.org/10.1080/23311975.2024.2362772

Sulaiman, A. I., Rosyadi, S., Handoko, W., Masrukin, M., Putri, D. D., Wijayanti, I. K. E., & Faozanudin, M. (2024). The Importance of Participatory Communication in Development Planning Deliberations for Agritourism Village Enhancement. Journal of Intercultural Communication, 24(1), 144–160. https://doi.org/10.36923/jicc.v24i1.246

Sunaris, D., Wahyoedi, S., & Tecoalu, M. (2022). Effects Of Organizational Commitment And Organizational Justice On Organizational Citizenship Behavior With Job Satisfaction As A Mediation. International Journal of Science, Technology & Management, 3(3), 630–640. https://doi.org/10.46729/ijstm.v3i3.511

Susanti, H., Brooks, H., Yulia, I., Windarwati, H. D., Yuliastuti, E., Hasniah, H., & Keliat, B. A. (2024). An exploration of the Indonesian lay mental health workers’ (cadres) experiences in performing their roles in community mental health services: a qualitative study. International Journal of Mental Health Systems, 18(1), 3. https://doi.org/10.1186/s13033-024-00622-0

Syukri, M. (2024). Indonesia’s New Developmental State: Interrogating Participatory Village Governance. Journal of Contemporary Asia, 54(1), 2–23. https://doi.org/10.1080/00472336.2022.2089904

Wardono, G., Moeins, A., & Sunaryo, W. (2022). The Influence of Organizational Climate on OCB and Employee Engagement with Job Satisfaction as an Intervening Variable. Journal of Entrepreneurship, 1(3), 37–45. https://doi.org/10.56943/joe.v1i3.117

Wibowo, A., Muhammad, D. R. A., Lestari, E., Karsidi, R., & Giri, A. K. (2023). Assessing Citizenship Participation and Religious Ethics in Ecotourism Development near an Islamic Boarding School in Indonesia. International Journal of Sustainable Development and Planning, 18(10), 43–66. https://doi.org/10.18280/ijsdp.181026

Zamroni, E., Hanurawan, F., Muslihati, Hambali, I., & Hidayah, N. (2022). Trends and Research Implications of Guidance and Counseling Services in Indonesia From 2010 to 2020: A Bibliometric Analysis. Sage Open, 12(2), 091261. https://doi.org/10.1177/21582440221091261