IMANI, ADILAH NUR (2025) ANALISIS KEPUASAN PESERTA BPJS KETENAGAKERJAAN TANGERANG CIMONE DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN QUALITY FUNCTION DEPLOYMENT (QFD). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The quality of public services plays an important role in public satisfaction, including in BPJS Ketenagakerjaan which provides social security for workers. However, BPJS annual reports still record complaints related to response time, claim speed, and validity of information, indicating the need for service improvement. This study analyzes the satisfaction of BPJS Ketenagakerjaan Tangerang Cimone participants using the Importance Performance Analysis (IPA) and Quality Function Deployment (QFD) methods. Based on a survey by an independent consultant, although the BPJS Net Promoter Score (NPS) has increased, its value is still below 50%, indicating the need for service improvement. A survey of 100 respondents with a Likert scale identified key attributes that need to be improved, such as A7 (accuracy of claim settlement), A9 (responsiveness to complaints), A12 (speed of queues in the office), A19 (satisfaction with services), and A20 (service development). To improve quality, this study proposes the addition of service counters, a digital queue system, and regular training for staff to be more responsive and accurate in handling claims and participant complaints. Keywords: Participant Satisfaction, Service Quality, Importance Performance Analysis, Quality Function Deployment, BPJS Ketenagakerjaan. Kualitas pelayanan publik berperan penting dalam kepuasan masyarakat, termasuk di BPJS Ketenagakerjaan yang menyediakan jaminan sosial bagi tenaga kerja. Namun, laporan tahunan BPJS masih mencatat keluhan terkait waktu respon, kecepatan klaim, dan validitas informasi, menunjukkan perlunya peningkatan layanan. Penelitian ini menganalisis kepuasan peserta BPJS Ketenagakerjaan Tangerang Cimone dengan metode Importance Performance Analysis (IPA) dan Quality Function Deployment (QFD). Berdasarkan survei konsultan independen, meskipun Net Promoter Score (NPS) BPJS meningkat, nilainya masih di bawah 50%, menandakan perlunya perbaikan layanan. Survei terhadap 100 responden dengan skala likert mengidentifikasi atribut utama yang perlu diperbaiki, seperti A7 (ketepatan penyelesaian klaim), A9 (daya tanggap terhadap keluhan), A12 (kecepatan antrian di kantor), A19 (kepuasan terhadap layanan), dan A20 (pengembangan layanan). Untuk meningkatkan kualitas, penelitian ini mengusulkan penambahan loket layanan, sistem digital antrian, serta pelatihan rutin bagi staf agar lebih responsif dan akurat dalam menangani klaim serta keluhan peserta. Kata Kunci: Kepuasan Peserta, Kualitas Pelayanan, Importance Performance Analysis, Quality Function Deployment, BPJS Ketenagakerjaan.
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