GAMBARAN TINGKAT KEPUASAN PESERTA BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KESEHATAN TENTANG PELAYANAN ADMINISTRASI KEPESERTAAN DI BPJS KESEHATAN KANTOR CABANG UTAMA (KCU) BANDUNG
An Overview of the Satisfaction Level of Health Participants of BPJS on Membership Administration Service at the Health BPJS Main Branch Office of Bandung
DOI:
https://doi.org/10.38215/jutek.v2i1.27Keywords:
dimensions of service quality, descriptive method, level of satisfactionAbstract
This study is motivated by the improving number of participant and it must be coupled
with the increasing quality of service rendered by service providers. Many insurance
companies demand the insurance provider to improve the quality of service. The
problem in this research is the presence of some complaints from participants of the
administrative service in Badan Penyelenggara Jaminan Sosial (BPJS) Kesehatan
Kantor Utama (KCU) Bandung, one of the problems is the waiting time is too long in
the place of making the cards. The method used in this research is descriptive method.
Collection of data use a sheet of an interview, by giving of an interview to the 30
respondent who comes to BPJS. Measuring the level of participant satisfaction by
comparing expectation and reality by using five dimensions ; tangible, reliability,
responsiveness, empathy and assurance. Based on the result of research conducted,,
the level of participant satisfaction BPJS are as follows : dimension of tangible 76,5
%, dimension of reliability 68 %, dimensions of responsiveness 71 %, dimension of
empathy 76 % and dimension of assurance 69 %, As a whole the dimension of
satisfaction level participants attain average 72,1 % lay on the Satisfied level.
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