PERBAIKAN KUALITAS PELAYANAN PANDAWA DI BPJS KESEHATAN KEDEPUTIAN WILAYAH V KOTA BANDUNG DENGAN MENGGUNAKAN METODE IPA (IMPORTANCE PERFORMANCE ANALYSIS)

Abstract

This study aims to determine the participants' assessment of service quality, GAP service, and the results of the IPA (Importance Performance Analysis) method. the type of research used is descriptive research with a quantitative approach. The population in this study were participants at the Deputy Health BPJS Region V Bandung City whose number was unknown. The sampling method uses nonprobability sampling, with accidental sampling technique. the sample studied was 100 respondents. Data collection uses a questionnaire distributed via google form. Gap service has an average reality of 4.01 and an expectation of 4.07 indicating that the quality of service received by participants is in line with expectations. Based on the results of the discussion in Chapter IV, it is concluded that the results of the statistical descriptive test show that the assessment of the indicators for each dimension is satisfactory. So that the services provided by the company are good and in accordance with the expectations of the participants and in the Importance Performance Analysis (IPA) method, the results of the GAP analysis obtained show a match between the performance provided by the company and the expectations of the participants. So the performance provided by Bpjs Kesehatan Deputy Region V Bandung City is good and can be maintained.