Atmaja,, Robby Wijaya Eka (2015) Pelaksanaan Sistem Pelayanan Jasa Asuransi Korban Kecelakaan (Studi Pada Kantor PT Jasa Raharja Kabupaten Bojonegoro). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini dilakukan karena terdapat permasalahan dalam pelaksanaan sistem pelayanan Jasa asuransi di Jasa Raharja, yaitu diindikasikan dalam melayani klaimen tidak berpedoman pada buku panduan pelayanan yang ada di Jasa Raharja. Dan juga masih adanya sulitnya birokasi dalam kepengurusan klaim dalam pelaksanaan pemberian santunan, sehingga dalam pelaksanaan pelayananya masih berbelit-belit. Pedoman Jasa raharja dalam melayani klaimen diatur pada Undang-Undang No.34 Tahun 1964 tentang dana kecelakaan lalu lintas. Tujuan dari penelitian ini adalah untuk mendeskripsikan bagaimana sistem pelayanan yang ada di PT Jasa Raharja serta mengetahui apa saja yang dapat menghambat sistem pelayanan tersebut. Penelitian ini menggunakan metode penelitian kualitatif dengan pendekatan deskriptif. Lokasi penelitian ini adalah di Kabupaten Bojonegoro dengan situs penelitian pada Kantor PT Jasa Raharja Bojonegoro. Teknik pengumpulan data melalui wawancara, studi pustaka, obeservasi dan dokumentasi. Berdasarkan hasil penelitian pelaksanaan sistem pelayanan asuransi terhadap klaimen yang diberikan oleh Jasa Raharja sudah berjalan baik dari poin responsiveness, technicality, equability, transparency, evectiveness and efficiency. Hal tersebut dibuktikan dengan pelayanan yang efektif oleh pegawai Jasa Raharja. Kendala yang terdapat di dalam pelayanan adalah masih adanya rangkap kegiatan yang dilakukan oleh Pegawai Jasa Raharja dalam melayani klaimen karena kurangnya tenaga kerja dalam instansi tersebut dan juga masih adanya pengurusan prosedur pelayanan yang lama yang disebabkan oleh instansi lain yang terkait dengan kepengurusan santunan Jasa Raharja seperti dari pihak kepolisian dan dari pihak rumah sakit Kesimpulan dari penelitian ini adalah sistem pelayanan yang ada di PT Jasa Raharja Kabupaten Bojonegoro sudah berjalan baik berdasarkan poin-poin yang ada. Saran yang dapat diberikan adalah perlu adanya penambahan tenaga kerja yang berhubungan langsung dengan asuransi guna terciptanya pelayanan kepada klaimen secara maksimal. Dan juga perlu adanya kerjasama yang bersinergi antara pihak pihak yang terkait dengan Jasa Raharja dalam kepengurusan klaimen yang mengajukan kecelakaan agar terciptanya pelayanan yang maksimal terhadap klaimen.
English Abstract
This research was conducted because there are problems in the establishment of an insurrance service system in Jasa Raharja, that is by indicating such issue of giving service to a client that is not in accordance to the guide book of service existed in Jasa Raharja. And also there is a situation where a birocracy is difficult in management of claims in the establishment of giving charity, thus in the establishment of giving service is still complicated. The guide used by the Jasa Raharja in giving servicer to claimer is stated in the Undang-Undang No. 34 Year 1964 about traffic lights accidental fund. The objective of this research is to descrobe how the system of service in PT Jasa Raharja and also to determine what are the things that could be an obstacle in this system of service. This research used qualitative research with a descriptive approach. The location of this research is in Bojonegoro District precisely in Kantor PT Jasa Raharja Bojonegoro. Technique of data collection used were by interviews, literature study, observation and documentation. According to the result of this research, the establishment of insurrance service system to claimers given by Jasa Raharja has already begun to be running in a good condition from such point of responsiveness, technicality, equability, transparency, effectiveness and effeciency. It is indeed provided by factual facts by an effective service by the Jasa Raharja employee. Obstacle existed in the service is that there is a mixed up activity done by the Jasa Raharja employee in giving service the a claimer because the lack of employees in the instancy and also there is a procedure processing that takes a long time to be done due to other procedure in processing matters done by other instancies related such as police insstancy and from the hospital instancy. Conclusion from this research is the system of service in PT Jasa Raharja precisely in Bojonegoro District has already been running smoothly in accordance to the present points. A suggestion that could be given is the need of additional employees related directly to the insurrance matter so that there will be a maximum claimer service. And also the need of teamwork that is synergically among instancies related with Jasa Raharja in the claiment proccessing that put forth accidental matter so that there would be a maximum service to the claiment.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2015/330/051504621 |
| Subjects: | 300 Social sciences > 351 Public administration |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara |
| Depositing User: | Endang Susworini |
| Date Deposited: | 13 Jul 2015 13:42 |
| Last Modified: | 29 Dec 2021 02:32 |
| URI: | http://repository.ub.ac.id/id/eprint/117373 |
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4.PERNYATAAN_ORISINALITAS_SKRIPSI.pdf Download (1MB) | Preview |
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2.MOTTO.pdf Download (1MB) | Preview |
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5.RINGKASAN.pdf Download (1MB) | Preview |
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6.summary.pdf Download (1MB) | Preview |
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1.COVER.pdf Download (1MB) | Preview |
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3.Tanda_Persetujuan_Skripsi.pdf Download (1MB) | Preview |
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11.BAB_II.pdf Download (2MB) | Preview |
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12.BAB_III.pdf Download (1MB) | Preview |
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10.BAB_I.pdf Download (1MB) | Preview |
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9.DAFTAR_GAMBAR,tabel,lampiran.pdf Download (1MB) | Preview |
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7.KATA_PENGANTAR.pdf Download (1MB) | Preview |
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8.DAFTAR_ISI_udah_jadi.pdf Download (1MB) | Preview |
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13.Bab_4.pdf Download (2MB) | Preview |
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14.BAB_V.pdf Download (1MB) | Preview |
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16.DAFTAR_RIWAYAT_HIDUP.pdf Download (1MB) | Preview |
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15.Daftar_Pustaka.pdf Download (1MB) | Preview |
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17.PEDOMAN_WAWANCARA.pdf Download (1MB) | Preview |
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