Arsyila, Puspita Rahma Nur and Rachma Bakti Utami, S.E., M.AB (2023) Analisis Kualitas Pelayanan dan Efesiensi Pengajuan Klain Dana Santunan PT.Jasa Raharja Perwakilan TK. I Kediri. Diploma thesis, Universitas Brawijaya.
Abstract
Kecelakaan lalu lintas di wilayah Kota dan Kabupaten Kediri mengalami peningkatan dibandingkan tahun lalu. Dalam hal inilah yang mendorong PT. Jasa Raharja perwakilan Tk. I Kediri sebagai penyedia jasa layanan di bidang jaminan sosial untuk memberikan pelayanan yang berkualitas sehingga menjadikan pelayanan menjadi lebih efisien. Menurut Zeithaml, Parasuraman & Berry (1998) terdapat lima dimensi utama yang disusun sesuai urutan tingkat kepentingan relatifnya yang mencakup bukti fisik (tangibles), reliabilitas (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy). Namun, ditemukan beberapa kendala yang menjadi permasalahan dalam proses pengajuan klaim santunan, hal ini disebabkan kurang meratanya sosialisasi tentang santunan jasa raharja terhadap masyarakat Kediri yang menyebabkan adanya kendala yang terkesan menyulitkan bagi para korban/ahli waris korban dalam mengurus haknya yaitu santunan Jasa Raharja. Penelitian ini menggunakan metode penelitian deskriptif dengan menggunakan pendekatan kualitatif. Berdasarkan temuan penelitian, didapatkan hasil bahwa pelayanan pengajuan dana santunan PT. Jasa Raharja Perwakilan Tk. I Kediri dapat dikatakan berkualitas namun belum efisien. Perlu adanya pengoptimalan pada beberapa kegiatan pelayanan untuk meningkatkan efisiensi serta kualitas pelayanan PT. Jasa Raharja Perwakilan Tk. I Kediri.
English Abstract
Traffic accidents in the City and Regency of Kediri have increased compared to last year. It is in this case that drives PT. Jasa Raharja representative Kediri as a service provider in the field of social security to provide quality services so as to make services more efficient. According to Zeithaml, Parasuraman & Berry (1998) there are five main dimensions arranged in order of relative importance which include tangibles, reliability, responsiveness, assurance, and empathy. However, several obstacles were found which became problems in the process of submitting claims for compensation, this was due to the uneven socialization of Jasa Raharja compensation to the people of Kediri which caused obstacles that seemed difficult for the victims / heirs of the victims in managing their rights, namely Jasa Raharja compensation. This study uses a descriptive research method using a qualitative approach. Based on research findings, it was found that PT. Jasa Raharja representatative Kediri can be said to be qualified but not yet efficient. It is necessary to optimize several service activities to improve efficiency and service quality of PT. Jasa Raharja representative Kediri.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0523170224 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Dana Santunan, Jaminan Sosial-Service Quality, Relief Fund, Social Guarantee |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 07 Feb 2024 02:54 |
| Last Modified: | 07 Feb 2024 02:54 |
| URI: | http://repository.ub.ac.id/id/eprint/214911 |
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Text (DALAM MASA EMBARGO)
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