QUALITY ANALYSIS OF SERVICE OLD DAY GUARANTEE PROGRAM CLAIM IN BPJS KETENAGAKERJAAN BENGKULU BRANCH OFFICE

Abstract

This is entitled Analysis of Service Quality Claiming Old Age Insurance Program (JHT) at the BPJS Employment Office of the Bengkulu Branch. The purpose of this study was to study the quality assurance program for Old Age Insurance (JHT) at the BPJS Employment Bengkulu Branch Office. Aspects in this study add Tangibles (Direct Evidence, Reliability), Responsiveness, Assurance (Guarantee), Emphaty. Informants in this study consisted of 1 head of service, 2 service employees at the BPJS Employment Office of the Bengkulu Branch Office, and 7 participants of the Old Age Insurance program who made claims /withdrawals of funds. The technique approves data using Observation, Interview, and Documentation. In the technique of data analysis using the theory of Miles and Huberman 1984, namely how to reduce data, present data, and try Conclusions: The results of this study are as follows: Tangibles (Direct Evidence) aspects are good, not optimal; The reliability aspect is good; Responsiveness aspect (Responsiveness) is not good, still in accordance with the provisions; Guarantee is good; Emphaty is good; Suggestions from this study, BPJS Employment is expected to provide information to JHT program participants Disbursement of funds due to the lack of information received by JHT participants, BPJS Employment is expected to require a cash disbursement system, because it involves a transfer system that requires a long time, expected BPJS Employment Bengkulu Branch Office can receive documents in completing the JHT claim requirements, and it is expected that BPJS Manpower Bengkulu Branch Office pays attention to the customer's car park.