PERSEPSI KONSUMEN BPJS KESEHATAN PESERTA MANDIRI TERHADAP KUALITAS PELAYANAN

EFFENDI, HUSEIN (2015) PERSEPSI KONSUMEN BPJS KESEHATAN PESERTA MANDIRI TERHADAP KUALITAS PELAYANAN. Other thesis, Universitas Sebelas Maret.

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Abstract

This study discuss about customer perception towards service quality that includes tangibles, reliability, responsivenes, assurance, emphaty in Main Branch of BPJS kesehatan. This study was written descriptively to get an overview of the level of customer perception towards the quality of service given by BPJS kesehatan. Primary data was used in this research and obtained from the customer of BPJS kesehatan. Data of this research were obtained by survey. The writing of this report are presented descriptively to obtain an overview of the customer satisfaction level on the quality of the overall service provided by the Main Branch Office of BPJS Kesehatan Participants Mandiri. Source of data used are primary data. The primary data obtained directly from the respondents that consumers Main Branch Office of BPJS Kesehatan Participants Mandiri. Respondents in this study were service users BPJS of 100 respondents. Sampling done by probability sampling and using random sampling method. Based on the analysis that has been done, the service that is provided includes variable tangibles, reliability, responsiveness, assurance is still considered normal, while for variable empathy is considered good. It was in because the variable tangibles, reliability, responsiveness, assurance of service that is provided so that the felt is still slow in providing the service is less than optimal, and there are still some employees who still do not have good communication so that in answering the question still considered mediocre. Advice based on this research is better BPJS using computer networks connected to the UTP cable in order to provide services that can be given optimal speed and BPJS Kesehatan should improve the customer database that was formerly used mainly health insurance.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ekonomi
Fakultas Ekonomi > D3 - Manajemen Pemasaran
Depositing User: Afifah Nur Laili
Date Deposited: 28 Nov 2015 22:22
Last Modified: 28 Nov 2015 22:22
URI: https://eprints.uns.ac.id/id/eprint/22162

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