Kualitas Pelayanan Dalam Pengurusan Kartu Jaminan Kesehatan Nasional (JKN)(Studi Kasus Badan Penyelenggara Jaminan Sosial (BPJS) Kesehatan Kota Pekanbaru

Martalova, Enny (2018) Kualitas Pelayanan Dalam Pengurusan Kartu Jaminan Kesehatan Nasional (JKN)(Studi Kasus Badan Penyelenggara Jaminan Sosial (BPJS) Kesehatan Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

Since the enactment of the law on the social security system for National Renewal (SJSN) as well as the establishment of a social security governing body (BPJS), making social security health in Indonesia was reformed and transferred entirely at the BPJS Health. The problem of the quality of health care, poverty and no effective State enterprises or STATE- OWNED ENTERPRISES has ever organized a social security health has aspects influenced the formation of the BPJS health. This research aims to find out how the quality of service on National Healthcare participants (JKN) in the Office of Health BPJS Pekanbaru, which includes the working area by as much as 12 (twelve) District which is in the province of Riau. Research on the service quality of these health BPJS uses a quantitative approach to de used in this research as an indicator of the size of the customer satisfaction lies in 3 dimensions of service quality in order to measure the success rate of officers giver of services and also the related institutions, namely: human resources, infrastructure and service system. The results of the analysis showed that yangberjudul research "analysis of service quality management of the national health security card by the organisers of social security (BPJS) Health in the city of Soweto" was included in the category of pretty satisfying, in terms of all indicators were assessed received the assessment was satisfactory in providing service in maintaining card JKN. It is based on the percentage of respondents based on responses recap of the results category assessment then the quality of public services in the management of the national health security card (JKN) in the Office of Health BPJS Pekanbaru. with dimensions of human resources, infrastructure and service system i.e. average 16.8 with the percentage of 56%, it can be categorized was satisfactory, meaning that service quality in the management of the national health security card (JKN) in the Office Health BPJS Pekanbaru yet can be said a maximum of (quite gratifying).

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