Abstract:
This study aims to eximine and analyzing the level of customer satisfaction
in the quality of services performed by the company in Jamsostek Pekanbaru. The
benefits of this research are expected to provide input to management Jamsostek
Pekanbaru to be aware of the aspects that are still less satisfying customers in
terms of service to customers, especially for enterprise customers.
This study uses primary data and secondary data, which is the technique of
data collection by questionnaire and documentation. The population was
Jamsostek Pekanbaru company registered in the database of the company in late
of 2010 totaling 2699 companies. By using formulation Slovin and accidental
sampling technique, the amount of sample are 96 customers. The technique of
data analysis is done using a descriptive analysis of the level of compliance and
the Importance Performance Analysis (IPA) matrix.
The results of this study concluded that respondents satisfied with the
quality of service that has been conducting so far. Tangible dimension is the most
satisfying dimension, while thedimensions of responsiveness is the low level of
satisfaction.
It is recommended to management for making a number of urgent repairs to
be done are: improving the quality of service schedules as promised, improve the
speed in handling customer complaints and improve the comfort of the waiting
room for customers.
