Amelia Zahra, 1116041008 (2015) ANALISIS KUALITAS PELAYANAN KEPESERTAAN JAMINAN KESEHATAN NASIONAL (JKN) DI KANTOR BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KESEHATAN DI KOTA METRO. FAKULTAS ILMU SOSIAL DAN ILMU POLITIK, UNIVERSITAS LAMPUNG.
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Abstrak (Berisi Bastraknya saja, Judul dan Nama Tidak Boleh di Masukan)
Sejak disahkannya Undang-Undang pembaharuan pada Sistem Jaminan Sosial Nasional (SJSN) dan dibentuknya Badan Penyelenggara Jaminan Sosial (BPJS), menjadikan jaminan sosial kesehatan di Indonesia direformasi dan dialihkan seluruhnya pada BPJS Kesehatan. Masalah kualitas pelayanan kesehatan, kemiskinan dan tidak efektifnya perusahaan negara atau BUMN yang pernah menyelenggarakan jaminan sosial kesehatan telah melatarbelakangi pembentukan BPJS Kesehatan. Penelitian ini bertujuan untuk mengetahui dan menggambarkan kualitas pelayanan pada peserta Jaminan Kesehatan Nasional (JKN) di Kantor BPJS Kesehatan Kota Metro, yang mana telah membawahi wilayah kerja sebanyak 6 (enam) kabupaten yang ada di Provinsi Lampung. Metode penelitian yang digunakan adalah metode survey dengan pendekatan kuantitatif deskriptif. Teknik pengambilan sampel dilakukan secara accidental. Jumlah sampel sebanyak 150 responden dengan menggunakan pedoman kuesioner Indeks Kepuasan Masyarakat (IKM) berdasarkan Keputusan Menpan No. KEP/25/M.PAN7/2/2004. Data yang terkumpul kemudian diolah dengan program SPSS 16 dan dianalisis dengan indeks kepuasan masyarakat, dan analisis kesesuaian kepentingan dan kinerja pelayanan (Importance-Performance Analysis). Berdasarkan hasil penelitian, dapat disimpulkan bahwa kualitas pelayanan kepesertaan JKN di Kantor BPJS Kesehatan secara keseluruhan memiliki kualitas pelayanan yang sangat baik, dengan nilai IKM sebesar 82,51. Walaupun begitu terdapat beberapa hal yang perlu diperbaiki, dipertahankan maupun ditingkatkan kembali seperti kecepatan pelayanan, prosedur pelayanan dan unsur pelayanan lainnya, agar kepuasan masyarakat dalam pelayanan kepesertaan dapat selalu terpenuhi BPJS Kesehtan Kota Metro. Kata Kunci: Kualitas Pelayanan BPJS Kesehatan Metro, Kepuasan Masyarakat ANALYSIS QUALITY OF THE SERVICE ON THE NATIONAL HEALTH INSURANCE PARTICIPANTS (JKN) IN THE OFFICE OF THE SOCIAL SECURITY AGENCY (BPJS) HEALTH IN THE CITY METRO Since the legalization of the renewal Act on Social Insurance National System (SJSN) and the establishment of the Social Security Agency (BPJS), making social security health in Indonesia reformed and transferred entirely on BPJS Health. Issues about quality of health, poverty and the ineffectiveness of the state or state-owned companies (BUMN) have held social security health has been behind the formation of BPJS Health. This study aims to identify and describe the quality of service to the participants of the National Health Insurance (JKN) in the Office of Health BPJS Metro city, which has been in charge of the working area of 6 (six) districts in Lampung Province. Research methods used survey method with descriptive quantitative approach. The sampling technique performed by accidental. The total sample of research are 150 respondents and using questionnaire guidelines Community Satisfaction Index (IKM) based on the minister's decision No. KEP/25 M.PAN7/ 2/2004. The collected data processed by using SPSS 16 and analyzed by public satisfaction index, and suitability analysis between publik interest and service performance (Importance-Performance Analysis). Based on the research results, it can be concluded that the service quality of participation in the Office of Health BPJS JKN overall had a very good quality, with value of IKM 82.51. Even so there are some things that need to be repaired, maintained or scaled back as the speed of service, service procedures and other service elements, so that public satisfaction in the service of the membership can always be met BPJS Health of Metro City Keywords: Quality of Service Health BPJS Metro, Public Satisfaction
| Jenis Karya Akhir: | Skripsi |
|---|---|
| Subyek: | > HB Economic Theory > JC Political theory |
| Program Studi: | Fakultas ISIP > Prodi Ilmu Administrasi Negara |
| Pengguna Deposit: | 2195909 . Digilib |
| Date Deposited: | 22 Sep 2015 06:56 |
| Terakhir diubah: | 22 Sep 2015 06:56 |
| URI: | http://digilib.unila.ac.id/id/eprint/12904 |
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