ANALISIS KUALITAS PELAYANAN BAGIAN CUSTOMER SERVIS BPJS KESEHATAN WILAYAH V DENGAN METODE IPA

Abstract

This study aims to determine the quality of service for the customer service division of BPJS Kesehatan Region V Bandung and to determine the level of service suitability for the customer service section of BPJS Kesehatan Region V Bandung. The population of this study is BPJS Kesehatan participants who have submitted their complaints in the departmentCustomer Service. The method used in sampling is  Non Probability Sampling with a sample of 100 people. The collection technique used is a questionnaire with the method accidental sampling. The data analysis method used is descriptive method with a quantitative approach, which is measured by the methodimportance-performance analysis. The results of the study are from the results of the descriptive analysis of the continuum line variable service quality shows that most of the respondents strongly agree with the indicators in the variable dimensions. the largest percentage continuum line lies on the dimension reability with a score of 2244 is in a very good position. Based on the calculation of the average level performance worth 4.50 and average level importance worth 4.40. In accordance with the calculation of the suitability level between performance and importance i.e. > 100% means the quality of the service provided exceeds the expectations of the customer, therefore it can be concluded that the BPJS Kesehatan service for region V Bandung is customer service very satisfactory.