ANALISIS KUALITAS SISTEM PELAYANAN BPJS KESEHATAN MENGGUNAKAN METODE KANSEI DAN KANO
Daftar Isi:
- the communities’ awareness about the importance of health is more increasing. This is directly proportional to the increasing number of business agencies, of which agencies offer health insurance that has different advantages. The Social Insurance Administration Organization of Health (BPJS Kesehatan) is one of business agencies that offers the health insurance. All of Indonesian Communities are required to participate in the BPJS program. However, in fact, there are still several complaints about the service system of Social Insurance Administration Organization of Health (BPJS Kesehatan). Thus, it was conducted an analysis of customers’ satisfaction using the integrase method of Kansei and Kano in order to discover the attributes that influenced it and to find out the actions which should be taken. Based on the research results, the Service System was a representative dimension of the customers’ satisfaction. The officer responsiveness attributes were the attributes that most representative to the customers’ satisfaction level. There were the actions that should be taken by the Social Insurance Administration Organization of Health (BPJS Kesehatan) parties namely the evaluation of performance, socialization of communication media, and also replenishment of the number of counters and SDM (Human Resources).