CD Skripsi

Analisis Tingkat Kepuasan Peserta Pencairan Dana Jht Atas Kualitas Layanan Online Di Bpjs Ketenagakerjaan Cabang Rengat Selama Pandemic Covid-19

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This study aims to determine the analysis of the satisfaction level of JHT fund disbursement participants on the quality of online services at the BPJS ketenagakerjaan Rengat branch office during the covid-19 pandemic. The population in this study includes all participants who have disbursed JHT funds and received online services at BPJS Employment Rengat branch, and the sample in the study amounted to 122 participants.
Primary Data was collected by questionnaires as an instrument to prove the results of the study, to test the hypothesis in this study is using the analysis method Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Sampling technique using purposive sampling method.
Based on the results of the analysis of Importance Performance Analysis (IPA) indicators that are in quadrant I is no errors, features are clear, and as expected. indicators in quadrant II is timely, disbursement information, willing to be contacted, being polite, providing contact, protecting data. Indicators in quadrant III is easily accessible, easy to register, quickly accessible, accuracy of Service, handling complaints, online customer service, understanding problems and pleasant experiences. The indicator in quadrant IV is a quick interview, able to answer, according to sacrifice, satisfied overall. The results of the analysis of Customer Satisfaction Index (CSI) is in the category of very satisfied with the total value of 84.65% for online service quality variables and 84.79% for participant satisfaction variables.
Keywords: Online Service Quality, Participant Satisfaction, Importance Performance Analysis, Curtomer Index Satisfaction.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

1702110662

Penerbit

Pekanbaru : Universitas Riau – F.EKONOMI – MANAJEMEN., 2022

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

1702110662

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

nadya

Versi lain/terkait

Lampiran Berkas

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