ANALISIS KEPUASAN NASABAH PESERTA JAMSOSTEK DITINJAU DARI PERSPEKTIF KUALITAS LAYANAN PADA PT JAMSOSTEK (PERSERO) KANTOR CABANG RIAU I PEKANBARU

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.