Efektivitas Komunikasi Interpersonal Customer Service Terhadap Kepuasan Layanan Peserta di Kantor Pusat BPJS Kesehatan Kota Medan

Abstract

This research entitled "The Effectiveness of Customer Service Interpersonal Communication on Participant Service Satisfaction at Kantor Pusat BPJS Kesehatan Kota Medan " aims to determine the effect of Customer Service interpersonal communication provided on participant service satisfaction at Kantor Pusat BPJS Kesehatan Kota Medan. Interpersonal communication is an important aspect in building a good relationship between Customer Service and participants, which in turn can increase customer satisfaction. Based on the Decree of the Minister of Administrative and Bureaucratic Reform Number 81, this study examines how effective communication can influence customer perceptions of the services provided. This study uses the theories of organizational communication, interpersonal communication, customer service, public services, participant satisfaction and BPJS Kesehatan. In this study, quantitative data analysis using descriptive methods was used to measure the level of participant satisfaction. The population in this study were active participants of Kantor Pusat BPJS Kesehatan Kota Medan. The sample consisted of 100 respondents determined using the Slovin formula. This study collected data through questionnaires with 100 respondents with the criteria of active BPJS Kesehatan participants. The sampling technique was carried out using non-probability sampling, namely purposive sampling and accidental sampling. The data analysis techniques in this study were single table analysis, cross table analysis and hypothesis testing using the Spearman correlation test and determination test. The results of the study indicate a significant positive relationship between interpersonal communication and service satisfaction, with customers who experience good communication tending to be more satisfied with the service they receive. Hypothesis testing indicates a very strong and positive relationship between interpersonal communication in customer service and participant service satisfaction. Determination tests revealed that interpersonal communication in customer service significantly contributes to participant service satisfaction Kantor Pusat BPJS Kesehatan Kota Medan.