EXAMINING THE INFLUENCE OF SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION (STUDY CASE: VISITORS OF BPJS KESEHATAN BEKASI OFFICE)

Abstract

This globalization time is the highlight for the organization to dependably know about the significance of customer satisfaction. This thing applies to all types of organization including the ones made by the government. Government undoubtedly is required to provide remarkable facilities to facilitate the people in a nation, thus the researcher used one of the government program in Indonesia called BPJS Kesehatan in Bekasi as the object. The objectives of this research are to examine the influence of service quality that has 5 dimensions which are tangible, reliability, responsiveness, assurance, and empathy towards customer satisfaction at BPJS Kesehatan Bekasi Office. In this research, the researcher used quantitative approach. Data were collected by structured questionnaire distributed to 115 respondents. Hypotheses test which included T-test (partial test) and F-test (simultaneously test) were employed to analyze the data. Based on the analysis of the data, it can be concluded that from the 6 hypothesis, all of them significantly influence customer satisfaction except for reliability which has no significant influence. The value of Adjusted R Square is 0.911, meaning the 5 independent variables gives 91% of influence on customer satisfaction.