Peranan Kualitas Pelayanan terhadap Kepuasan Peserta BPJS Ketenagakerjaan Cabang Medan Kota

Abstract

Service quality is a service provided to customers in accordance with service standards that have been carried out as a guideline in providing services. Good service is the key to success for any business or organization. The implementation of good service will cause satisfaction for customers. The creation of customer satisfaction will have a positive impact on the company's image. BPJS Employment Medan Kota Branch provides services that are able to handle participant complaints, provide information about BPJS Employment programs and provide fast and accurate services to maintain participant satisfaction. This research was motivated by observational data which showed that how the role of service quality on the satisfaction of BPJS Employment Medan Kota Branch participants. The purpose of this study is to determine the role of service quality on the satisfaction of BPJS Employment Medan Kota Branch participants. This study used quantitative descriptive method. Samples were taken as many as 30 people. The results of this study show that the role of service quality on the satisfaction of BPJS Employment Medan City Branch participants has been running well. Therefore, employees of BPJS Employment Medan Kota Branch must further improve the quality of their services.