The Quality of Services Held the Social Security Guarantee Agency (BPJS) Ketenagakerjaan Kendari Branch

Abstract

I service quality organized by the Kendari branch of the Manpower Social Security Administration (BPJS). The purpose of this study was to determine the implementation of service quality organized by the Kendari Manpower Social Security Agency (BPJS). The data used in this final assignment were collected through observation, interviews, and documentation and analyzed with qualitative description methods. The results of the study concluded that the application of the quality of service for the Southeast Sulawesi Social Security Agency (BPJS) uses the service aspect contained in service marketing management, namely Tangible Emphaty, Reliability, Responsiveness and Assurance (TERRA). Quality services using this aspect of service quality indicate that : Tangible provides quality service evidence through the use of work facilities in the offices of the Southeast Sulawesi Social Security Agency (BPJS). Emphaty, shows the attention of the company Social Security Organizing Agency (BPJS) to workers and their customers. Reliability, shows the reliability of the work program of the Social Security Administering Agency (BPJS) in providing social security services to workers and their customers. Responsiveness, shows the responsiveness of the company through its employees to workers and customers appropriately. Assurance, shows the guarantee provided by the Employment Social Security Agency (BPJS) to workers and their speakers to obtain social security.