ANALYSIS OF SERVICE QUALITY DIMENSIONS TOWARDS CUSTOMER SATISFACTION AT BPJS EMPLOYMENT IN MEDAN BRANCH OFFICE
Main Article Content
Rhama Fahrezy Syumantra*
Nuri Aslami
This study aims to analyze and identify how to analyze the dimensions of service quality to BPJS customer satisfaction. The research was carried out on the BPJS Employment Office in Medan. The research is a qualitative research approach with a field research strategy. The data collection techniques used in this study were observation techniques, interviews and literature reviews which were carried out by observing and identifying the workings and quality of services received by BPJS Employment customers during the internship activities carried out as well as with interview techniques with several customers and employees of BPJS Employment as resource persons. This study was carried out for 3 weeks during the internship, namely from February 2 to February 22, 2022. The results of analysis according to aspects of service quality shows that customer satisfaction can be influenced by the existence of five aspects of service quality, namely reliability, responsiveness, safety, empathy, and concrete increases. Therefore, the higher the quality of service provided, the better the customer satisfaction. Customer expectations can affect overall performance, attitude, and reputation in the long run.
Arief, M. (2007). Pemasaran jasa dan kualitas pelayanan. Malang: Bayumedia Publishing.
Badri, M. (2011). Pengaruh Dimensi Kualitas Produk Terhadap Kepuasan Nasabah Perbankan. Jurnal Ilmiah Orasi Bisnis Ke-VI.
Khoiria, S. N., & Anwar, U. S. K. (2021). Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan Di Warung Steak On You Kota Baru Jambi. Transekonomika: Akuntansi, Bisnis Dan Keuangan, 1(3), 216–227. https://doi.org/https://doi.org/10.55047/transekonomika.v1i3.41
Moleong, L. J. (2021). Metodologi penelitian kualitatif. PT Remaja Rosdakarya.
Mustofa, U. A., & Siyamto, Y. (2015). Pengaruh Kualitas Jasa Terhadap Kepuasan Nasabah Pada Bank Umum Syariah di Surakarta. Jurnal Ilmiah Ekonomi Islam, 1(02).
Nawawi, H. (2001). Manajemen Sumber Daya Manusia untuk bisnis yang kompetitif.
Nugraha, P. A., Tripalupi, L. E., & Nuridja, I. M. (2016). Faktor-Faktor Yang Mempengaruhi Kepuasan Pelayanan Di Ripcurl Kartika Plazza. Jurnal Pendidikan Ekonomi Undiksha, 6(1).
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140–147.
Rizan, M., Prasetya, R., & RP, A. K. (2014). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Survei Terhadap Pengguna Laptop Merek Toshiba Dan Pengguna Laptop Merek Acer). JRMSI-Jurnal Riset Manajemen Sains Indonesia, 5(1), 1–20.
Sad, R. I., & Sukartaatmadja, I. (2013). Pengaruh Atribut Produk Herbal Terhadap Kepuasan Pelanggan. Jurnal Ilmiah Manajemen Kesatuan, 1(3), 255–262.
Saladin, D. (2003). Manajemen Pemasaran, Analisis, Perencanaan, Pelaksanaan dan Pengendalian. Bandung: Linda Karya.
Sinurat, E. (2018). Analisis Strategi Pemasaran Pelayanan Jasa Terhadap Kepuasan Konsumen Pada Badan Penyelenggara Jaminan Sosial (BPJS) Ketenagakerjaan Cabang Medan. Jurnal Ilmiah METHONOMI, 4(1), 64–78.
Sriwidodo, U., & Indriastuti, R. T. (2010). Pengaruh dimensi kualitas pelayanan jasa terhadap kepuasan nasabah. Jurnal Ekonomi Dan Kewirausahaan, 10(2).
Tjiptono, F. (2007). Service, quality satisfaction.
Wibisono, A., & Syahril, S. (2016). Pengaruh Kualitas Jasa Pelayanan Terhadap Kepuasan Pelanggan. PERFORMANCE: Jurnal Bisnis & Akuntansi, 6(2), 32–47.
Yafie, A. S., Suharyono, S., & Abdillah, Y. (2016). Pengaruh kualitas produk dan kualitas jasa terhadap kepuasan pelanggan (StudiapadafPelanggan Food and Beverage 8 Oz Coffee Studio Malang) . Doctoral dissertation, Brawijaya University.
Yulianti, F., & Kurniawan, I. N. F. (2016). Pengaruh Kualitas Jasa Terhadap Kepuasan Pelanggan Pada Pt Kerta Gaya Pusaka Cabang Banjarmasin. Jurnal Ilmiah Bisnis dan Keuangan, 1(1).
