GURUSINGA, JOI ALFREDO (2020) ANALISA KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA KANTOR BPJS KETENAGAKERJAAN JAKARTA PULOGEBANG DENGAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA). S1 thesis, Universitas Mercu Buana Bekasi.
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Abstract
ABSTRAK BPJS Ketenagakerjaan Jakarta Pulogebang sampai saat ini belum pernah melakukan pengukuran terhadap kualitas pelayanan yang telah diberikan terhadap pesertanya, perbaikan – perbaikan pelayanan yang dilakukan masih berdasarkan instruksi dari pihak manajemen kantor pusat. Beberapa permasalahan yang terjadi dilapangan antara lain kurangnya informasi yang diperoleh peserta terkait persyaratan dalam pengajuan klaim hal ini menyebabkan peserta harus datang berulang kali hanya untuk melengkapi berkas, peserta kesulitan dalam melakukan proses e-klaim mulai dari pengambilan no antrian sampai proses upload berkas sering gagal. Dengan mengetahui tingkat kepuasan peserta terhadap pelayanan, BPJS Ketenagakerjaan Jakarta Pulogebang dapat melakukan perbaikan kualitas pelayanan berdasarkan analisa terhadap setiap atribut yang ada. Metode Service Quality (Servqual) digunakan untuk pengukuran kepuasan pelanggan, dimana dilakukan perancangan kuesioner berdasarkan lima dimensi kualitas jasa yaitu Tangibles, Reliability, Responsiveness, Assurance, Empathy. Importance Performance Analysis (IPA) merupakan Analisis tingkat kepentingan dan kepuasan menghasilkan suatu diagram kartesius yang menunjukkan letak unsurunsur yang dianggap mempengaruhi kepuasan. Hasil pengukuran Servqual diperoleh GAP rata – rata sebesar -0,255. Hasil pengukuran IPA terdapat 3 atribut yang berada di kuadran I yaitu ketersediaan fasilitas tempat untuk menulis, kemudahan prosedur pelayanan klaim/iuran, petugas menjawab setiap pertanyaan dengan jelas. Ada 6 atribut berada di kuadran II yaitu kebersihan dan kenyamanan ruang tunggu, ketersedian formulir, brosur, kemampuan petugas berkomunikasi dengan baik, petugas merespon cepat terhadap keluhan peserta dan dalam memberikan informasi. Atribut yang berada di kuadran I akan menjadi prioritas perbaikan oleh BPJS Ketenagakerjaan Jakarta Pulogebang dan untuk atribut di kuadran II adalah atribut yang harus dipertahankan oleh BPJS Ketenagakerjaan Jakartra Pulogebang. Kata Kunci : BPJS Ketenagakerjaan, Kualitas Pelayanan, Service Quality (Servqual), Importance Performance Analysis (IPA). ABSTRACT BPJS Ketenagakerjaan Jakarta Pulogebang has yet to measure the quality of services provided to its participants. Service improvements are still based on instructions from the head office management. Some of the problems that occurred in the field included the lack of information obtained by participants regarding the requirements for submitting claims, this caused participants to come repeatedly just to complete files, participants had difficulty in carrying out the e-claim process starting from taking queue no to the file upload process often failed. By knowing the level of participant satisfaction with services, BPJS Ketenagakerjaan Jakarta Pulogebang can improve service quality based on an analysis of each existing attribute. The Service Quality (Servqual) method is used to measure customer satisfaction, where a questionnaire is designed based on five dimensions of service quality, namely Tangibles, Reliability, Responsiveness, Assurance, Empathy. Importance Performance Analysis (IPA) is an analysis of the level of importance and satisfaction resulting in a Cartesian diagram showing the location of the elements considered to influence satisfaction. Servqual measurement results obtained an average GAP of -0.255. The results of the IPA measurement, there are 3 attributes that are in quadrant I, namely the availability of facilities for writing, the ease of claim / contribution service procedures, the officer answers each question clearly. There are 6 attributes in quadrant II, namely cleanliness and comfort of the waiting room, availability of forms, brochures, the ability of officers to communicate well, officers respond quickly to participant complaints and in providing information. Attributes in quadrant I will be a priority for improvement by BPJS Ketenagakerjaan Jakarta Pulogebang and attributes in quadrant II are attributes that must be maintained by BPJS Ketenagakerjaan Jakartra Pulogebang. Keywords: Employment BPJS, Service Quality, Service Quality (Servqual), Importance Performance Analysis (IPA).
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND 20 038 |
| NIM/NIDN Creators: | 41617310061 |
| Uncontrolled Keywords: | Kata Kunci : BPJS Ketenagakerjaan, Kualitas Pelayanan, Service Quality (Servqual), Importance Performance Analysis (IPA). |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 21 Apr 2022 05:41 |
| Last Modified: | 21 Apr 2022 05:41 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/60330 |
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