Analysis of Excellent Service Implementation of the Health Social Security Administering Body

Cheryl T.Manengkey; Lisbeth Mananeke; Hendra N.Tawas

doi:10.47494/mesb.2021.13.632

(1) Cheryl T.Manengkey Postgraduate Student of Management Program, Faculty of Economics and Business, Sam Ratulangi University Manado, Indonesia
Indonesia
(2) Lisbeth Mananeke Department of Management Program, Faculty of Economics and Business, Sam Ratulangi University Manado, Indonesia
Indonesia
(3) Hendra N.Tawas Department of Management Program, Faculty of Economics and Business, Sam Ratulangi University Manado, Indonesia
Indonesia
(*) Corresponding Author

DOI:

https://doi.org/10.47494/mesb.2021.13.632

Keywords:

importance performance analysis, service quality, customer value, potential gain

Abstract

Basically all agencies or organizations providing public services aim to provide excellent service for service recipients as expected. Thus, the level of satisfaction of service recipients can be met. This study aims to identify and measure the expectations and level of satisfaction with the excellent service of BPJS Kesehatan Manado Branch Office using the Importance Performance Analysis (IPA) method. Furthermore, to analyze the attributes that are considered very important, so that improvements are needed to improve the quality of prime services of BPJS Kesehatan Branch Offices. Manado by using the Potential Gain in Customer Value (PGCV) method. This research uses descriptive quantitative research methods. The results of data analysis using Importance Performance Analysis (IPA) show that there is still a gap between expectations and the level of participants' satisfaction with the services of BPJS Kesehatan Manado Branch Office. By using the Potential Gain in Customer Value (PGCV) method, the top results for priority improvements in BPJS Health services at the Manado Branch Office are the Availability of the number and type of service counters.

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