Analysis of participants satisfaction on the service quality of BPJS Ketenagakerjaan Surabaya Karimunjawa using Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) Method

Abstract

Customer satisfaction is a benchmark of the company to assess the services provided to its participants. BPJS Ketenagakerjaaan as a public legal entity that organizes social security for Indonesian workers also conducts customer satisfaction surveys that aim to assess participant satisfaction with the quality of services provided. To meet internal standards, BPJS Ketenagakerjaaan requires input for service improvement. Customer satisfaction according to Kotler (2002) is feeling happy or disappointed which appears after comparing the perception of performance. The method used to evaluate is Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). CSI is used to determine the level of customer satisfaction. In this study used as a comparison and recommendations for determining the ideal internal standards for BPJS Ketenagakerjaan branch offices. IPA is used to assess the attributes that need to be increased or reduced to achieve customer satisfaction. IPA is expected to provide input for management to improve services in order to meet the ideal CSI standards. Based on the results of the study, it is known that the quality performance of the BPJS Ketenagakerjaan Surabaya Karimunjawa already meets the customers needs and desires. This is indicated by the fact that no attributes are in the A quadrant (main priority) and most of the attributes are in the B quadrant (maintain achievement) and overall participants are satisfied with the CSI value of 87.20%.