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CUSTOMER SATISFACTION ON THE PERFORMANCE OF SOCIAL SECURITY ADMINISTRATOR (BPJS) HEALTH IN CENTRAL JAVA, INDONESIA
Ist Teil von
International journal of organizational innovation, 2018-04, Vol.10 (4), p.150-165
Ort / Verlag
Hobe Sound: International Association of Organizational Innovation
Erscheinungsjahr
2018
Link zum Volltext
Quelle
EBSCOhost Business Source Ultimate
Beschreibungen/Notizen
Social Security Administrator (BPJS) Health focuses on administering health insurance for all Indonesian society, hence, the service quality is still far from the expectation of BPJS members. This research aims to evaluate the performance of BPJS Health based on customer satisfaction, in this case BPJS members. The respondents of this research are 250 BPJS members from 5 different cities in Indonesia. This research uses importance-performance analysis, paired-sample t-test, and Cartesian Diagram to analyze the data. The findings show that the highest satisfaction level of BPJS members is on the dimension of empathy, while the lowest satisfaction level is on the dimension of assurance system. This is unique, where BPJS Health which has established for enhancing public welfare has not yet been able to satisfy the expectation of society. However, improving BPJS performance cannot be realized in a blink of eyes. It requires service enhancement strategy by improving some supporting aspects.