International Seminar on Scientific Issues and Trends (ISSIT) 2014 Proceeding ISSIT 2014, Page: A-36 APPLICATION OF METHOD OF SERVQUAL IN ANALYZING THE LEVEL OF SATISFACTION OF SOCIETY AGAINST THE MINISTRY OF HEALTH OF THE BPJS Andi Saryoko

International Seminar on Scientific Issues and Trends (ISSIT) 2014

Proceeding ISSIT 2014, Page: A-36

APPLICATION OF METHOD OF SERVQUAL IN ANALYZING THE LEVEL OF SATISFACTION OF SOCIETY AGAINST THE MINISTRY OF HEALTH OF THE BPJS

Andi Saryoko

Program Studi Teknik Komputer, AMIK Bina Sarana Informatika

Jl. R.S. Fatmawati No.24, Pondok Labu, Jakarta Selatan

E-Mail: andi.asy@bsi.ac.id

Abstract - excellence a service depending on the unique and quality of being shown by the service.Perception customers against service quality is thorough judgment upon excellence a services.One way distinguish a service company with service company other is providing services to quality higher of competitors consistently.Bpjs ( health social security agency health ) is state-owned assigned special by the government to be insurance for health for all people of indonesia especially for civil servant, receiver pension pns and tni police, veteran, perintis kemerdekaan and their families and badan other business or the common people.Thus the providers should be able to pay full attention to service quality ( servqual ) so that the purpose of purchasing of members could be met. SERVQUAL scale expressed by Parasuraman, Zeithaml and Berry in a series of studies on six service companies (1985, 1988, 1991, 1994) indicates that the difference between the consumer's expectations regarding the performance of the company and assessment of the actual performance of the consumer gives a perception of consumers over the quality of the service. From the explanation above problem statement that occurs, then the research problem to test the empirical basis of five dimensions of quality of service measure model of service quality (SERVQUAL), i.e. the reliability, responsiveness, assurance, tangibles, and empathy.

Key Words: analysis of the levels of satisfaction, bpjs, servqual method

I. INTRODUCTION

Customer satisfaction, especially in the field of services became a necessity in order for the company to remain successful. Advantages of a service depends on the uniqueness and quality of the service is indicated by the. Customer's perception of service quality is a comprehensive assessment of the benefits of a service. One way to distinguish a service company with other service companies are providing services with higher quality than competitors on a consistent basis.

Thus the service provider should be able to give full attention on service quality (SERVQUAL) so that the purpose of the purchase of the members can be met. In the context of the variable quality of service measurement, Parasuraman, Zeithaml and Berry (1988) identified five dimensions measure the quality of service that is reliability (reliability), responsiveness (responsiveness), assurance (assurance), tangibles (direct evidence), and empathy (empathy). This kind of measurement is known as a model of service quality (SERVQUAL).

There are some sources that can be a reference material as a research with the aim to test the extent of the SERVQUAL instrument can be used to measure the quality of service in several different industries by using the analysis of the factors:

1. Sujatmiko, et.al., The efforts Increased service to the satisfaction of the student based on the results of the Analysis method of Multiple Linear Regression and SERVQUAL, JEMIS VOL. 1 NO. 1 TAHUN 2013 ISSN 2338-3925

2. Thomas P Van Dyke dan Leon A. Kappleman, Department of Management College of Business and Economics University of Nevada, Las Vegas,Cautions on the ASSESS the Quality of Information Systems Services., Journal of Decisions Sciences, Vol. 30 No.3, 1999.

3. L. Jean harrison-Walker, Service Quality in the Hair Industry Salon, Journal of Business Diciplines, Indiana University Southeast, Vol.1, 2000

4. Haksik Lee, Yongki Lee dan Dongkeun Yoo, The Determinants of Perceived Service Quality and Its Relationship with Satisfaction, Journal of Service Marketing, Vol,14 No.3, 2000

II. THEORY

A. BPJS

Health BPJS along BPJS staffing (formerly the Jamsostek) is a program of the Government in the unity of the national health Security (JKN) that was inaugurated on December 31, 2013. BPJS health (Social Security Health governing body) is the State-owned enterprises were commissioned specifically by the Government to guarantee health care for all the people of Indonesia, especially for civil servants, Retired CIVIL SERVANTS and recipients of the TNI/POLRI, veterans, pioneer of Freedom with his

International Seminar on Scientific Issues and Trends (ISSIT) 2014

Proceeding ISSIT 2014, Page: A-37

family and other business entities or the common people.

Health-formerly the BPJS Askes (health insurance), which is managed by PT Askes (Persero) Indonesia, but according to Act No. 24 in 2011 about the BPJS, PT. Askes Indonesia turned into Wellness BPJS since January 1, 2014. For Health BPJS started operating from 1 January 2014, while the BPJS Employment started operating since July 1, 2014.

In 1968 – the Government of Indonesia issued a policy that explicitly regulate health maintenance for civil servants and recipients of Pensions (CIVIL SERVANTS and ARMED FORCES) and their family members by virtue of Presidential Decree Number 230 in 1968. In 1984-to further improve health care assurance program for participants and in order to professionally managed, the Government issued Government Regulation No. 22 in 1984 about health care for civil servants, Pension Recipients (civil servants, the ARMED FORCES and State officials), along with members of his family. With Government Regulation No. 23 of 1984, the status of the governing body was transformed into a Public Corporation Husada Bhakti. In 1991 — based on Government Regulation No. 69 of 1991, the retention of health care assurance program run Perum Husada Bhakti coupled with veterans and Independence Pioneers along with their family members. In addition, the company is permitted to extend the reach of kepesertaannya to business entities and other agencies as voluntary participants. In 1992 — based on Government Regulation No. 6 in 1992 the company was transformed into a public corporation status of the company (PT Persero) with consideration of flexibility of financial management, contributions to the Government for the sake of negotiable service to participants and more independent management.

In 2005-PT. Askes (Persero) was given the task by the Government through the Ministry of health of INDONESIA, by a decree of the Minister of health of INDONESIA Number 1241/MENKES/SK/XI/2004 and no. 56/MENKES/SK/I/2005, as organizer of the Program health coverage of the poor (ASKESKIN/PJKMM).

Starting January 1, 2014, PT Askes (Persero) Indonesia changed its name to BPJS Health in accordance with the law No. 24 of 2011 of the BPJS. The basic organization of the BPJS health:

1. The CONSTITUTION of 1945,

2. Law No. 23/1992 on health,

3. Act No. 40/2004 on National Social Security Systems (SJSN),

4. Decision of the Minister of health Number 1241/MENKES/SK/XI/2004 and no. 56/MENKES/SK/I/2005

The principles of organization of the BPJS Health refers to:

1. Held simultaneously all over Indonesia with the principle of mutual cross-subsidies so.

2. referring to the principle of social health insurance.

3. health services with the principles of managed care is carried out in a structured and hierarchical.

4. the Programme organized by the non-profit principle.

5. ensure the existence of protabilitas and equity in service to participants.

6. the existence of accountability and transparency are ensured by giving priority to the principle of prudence, efficiency and effectiveness.

In accordance with article 14 of the ACT BPJS every citizen of Indonesia and foreigners who have resided in Indonesia for at least six months must be members of the BPJS. Every company is obliged to register the workers as members of the BPJS. While people or families who do not work on the mandatory company and their family members enrolled in the BPJS. Each participant will be drawn BPJS dues which amount is determined later. As for poor citizens, BPJS dues paid through government assistance program Tuition. Become participants of the BPJS not only compulsory for workers in the formal sector, but also of informal workers. Informal workers are also required to be members of the BPJS health. The worker must register himself and pay your dues in accordance with the desired level of benefits.

Health care benefit universally expected can be started gradually in 2014 and in 2019, expected for all indonesian already have health benefits.Reichsarzt nafsiah mboi declare bpjs health will be pursued to bear all kinds of disease but with make efforts efficiency.

B. Servqual

An organization that is engaged in the service sector generated is a product of the service has the typical properties. According to Suljawo (2008), the distinctive traits include perishability, intangibility, high customer involvement, and heterogeinity. Therefore developed several methods to locate, measure, and analyze the determinants of service quality. Among the various methods of measurement of service quality, SERVQUAL is the most widely used method. The complete, SERVQUAL measuring five gap (gap), but the point of press and attention is the Gap between the perceptions and expectations of the customers. Variable service quality measurement is known as a model of service quality (SERVQUAL).

The measurement of the quality of services in the model Servqual was based on a scale designed to measure the multiitem expectations and perceptions of customers. As well as the Gap between them on the five dimensions of quality of services namely (Reliabitity, responsiveness, assurance, Empaty and physical evidence), the five dimensions of quality are spelled out in a few rounds of questions for attribute presepsi variable and expectations based on likert scale. Servqual scores for each pair of questions for each of the customers can be calculated based on the following formula (Zeithalm, et al.,,1985).

International Seminar on Scientific Issues and Trends (ISSIT) 2014

Proceeding ISSIT 2014, Page: A-38

Score gap quality services at various levels in detail can be calculated based on:

1. Item-by-item analysis, example P1 – H1, P2 – H2, etc.

Where P = Perception and H = Hope

2. Dimensi-by-dimensi analysis, Example: (P1 + P2 + P3 + P4 / 4) – (H1 + H2 + H3+ H4 / 4)

where P1 to P4 and H1 to H4 4 statement reflects the perception and expectations with regard to a particular dimension.

3. Calculation a measure of the quality of services single / gap servqual namely: yaitu (P! + P2 +P3…..+ P22 / 22) – ( H1 + H2 + H3 +…..+ H22 / 22)

4. To analyze the quality of the services will have been given, then used the formula:

If the quality (Q) ≥ 1, then the service quality is said to be good.

III. RESEARCH METHODS

A. A method of data retrieval

In this research, methods of data retrieval in this research is done in several ways, namely:

1. Questionnaire (question form) Questionnaire in the form of data collection techniques are now made through the granting of questions in writing to the respondent to be answered. Questionnaire on research questions are open and closed.

2. Study the literature Studies Library is a data gathering techniques in how to read and do with noted various references such as books, journals, magazines, articles, internet and others related to the research that is being done.

3. Interviews through interviews with the parties involved in this case are members of the BPJS Health

4. Observation data Collected by holding a direct observation of the object of research.

B. Measures in research

The efforts being made in research it is as follows:

1.Preliminary survey a move made is looking condition and activities are located on the members bpjs health

2.Studies conducted pustaka to know theoretically methods by what can be used to solve problems.

3.Identifying problems do identification on the existing problems on some members bpjs health in the jakarta area.

4.Determine research purposes purpose defined will connected with the existing problems in order to provide solutions to the problems.Purpose of research is as follows: a. analyze influence service quality against gratification members bpjs health b. analyze factor that effect on satisfaction members bpjs health

5.Making a questionnaire making a questionnaire is based on 5 dimensions the quality of the appointed

a. Tagible

b. Reliability

c. Responsiveness

d. Emphaty

e. Assurance

6. dissemination of the questionnaire this questionnaire is conducted early spread as many as 25 respondents.

7. data sufficiency Test Results the dissemination of questionnaires conducted a test of sufficiency of data

8. Test validity and reliability test of Validity is used to test whether the instruments used are fit enough to use so that it is able to generate accurate data in accordance with the purposes of the preparation of the questionnaire. Reliability test is used to determine the consistency of measurement results or trust containing measurement accuracy

9. dissemination of the questionnaire distribution of questionnaire conducted in accordance with the number of respondents based on a test of sufficiency of data

10. A classic assumption test

11. A classic assumption test done with the test as follows: a. test of Normality b. Relevant Test c. Test Heteroskedastisitas

12. Multiple linear regression analysis

13. Test Hypothesis

14. Conclusion the conclusion drawn from the results of processing and proposal of improvement.

IV. CONCLUSION

From the explanation above problem statement that occurs, then the research problem to test the empirical basis of five dimensions of quality of service measure model of service quality (SERVQUAL), i.e. the reliability (reliability), responsiveness (responsiveness), assurance (assurance), tangibles (direct evidence), and empathy (empathy), so that we will know the extent of the level of satisfaction of society against social security governing body system health (BPJS) that now came into effect for Indonesia society.

REFERENCES

The Score Servqual= Score perception – Score Expectations

Qualitas (Q) = Perception (P)

Hope (H)

International Seminar on Scientific Issues and Trends (ISSIT) 2014

Proceeding ISSIT 2014, Page: A-39

[1] Haksik Lee, Yongki Lee dan Dongkeun Yoo, The Determinants of Perceived Service Quality and Its Relationship with Satisfaction, Journal of Service Marketing, Vol,14 No.3, 2000.

[2] L. Jean harrison-Walker, Service Quality in the Hair Industry Salon, Journal of Business Diciplines, Indiana University Southeast, Vol.1, 2000

[3] Parasuraman, et al. (1998). Service quality: A mulitiple item scale for measuring consumer perception of service quality

[4] Sujalwo et.al (2008). As One Of The Servqual Measuring Tool Service Quality Mosque Al-Amin Metuk Kidul Klaten, Journal Of Industrial Engineering, Vol .11, No. 1, Maret 2008: 32 – 44

[5] Sujatmiko, et.al., The efforts Increased service to the satisfaction of the student based on the results of the Analysis method of Multiple Linear Regression and SERVQUAL, JEMIS VOL. 1 NO. 1 TAHUN 2013 ISSN 2338-3925

[6] Thomas P Van Dyke dan Leon A. Kappleman, Department of Management College of Business and Economics University of Nevada, Las Vegas,Cautions on the ASSESS the Quality of Information Systems Services., Journal of Decisions Sciences, Vol. 30 No.3, 1999.

[7] Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman. (1985). Problem and Strategis in Services in Strategis in Services Marketing. Journal of Marketing, April. pp.35-48.