GDL

Analysis Of Electronic Services Quality BPJSTK Mobile Applications

Tugas Akhir, 019 / 2017 / MPE
Undergraduate Theses from JBPTPPOLBAN / 2018-01-26 15:17:45
Oleh : Osyhawati Ruswandi - 145231021 (ruswandiosyha@gmail.com)
Dibuat : 2017-11-20, dengan 4 file

Keyword : Kualitas Layanan Elektronik, Efficiency, Fulfillment, Sistem Availaibility, Privacy
Subjek : Electronic Services Quality, Efficiency, Fulfillment, System Availability, Privacy

Penelitian ini dilakukan untuk mengukur persepsi pelanggan BPJS Ketenagakerjaan terhadap kualitas layanan elektronik aplikasi BPJSTK Mobile, serta mengidentifikasi apakah terdapat perbedaan persepsi terhadap kualitas layanan elektronik aplikasi BPJSTK Mobile berdasarkan jenis kelamin, usia, pekerjaan dan pendapatan. Untuk mengukur kualitas layanan elektronik aplikasi BPJSTK Mobile penelitian ini menggunakan dimensi efficiency, fulfillment, sistem availability dan privacy. Adapun desain riset pada penelitian ini menggunakan desain deskriptif dengan melakukan survey melalui penyebaran kuesioner yang disebar kepada 250 orang responden. Hasil penelitian menunjukan bahwa (1) sebagian besar pelanggan menilai kualitas layanan elektronik aplikasi BPJSTK Mobile biasa saja. (2) tidak terdapat perbedaan persepsi antara pelanggan pria dan wanita terhadap kualitas layanan aplikasi BPJSTK Mobile (3) terdapat perbedaan persepsi pelanggan berdasarkan usia dalam dimensi efficiency terhadap kualitas layanan elektronik aplikasi BPJSTK Mobile (4) terdapat perbedaan persepsi berdasarkan pendapatan dalam dimensi efficiency dan privacy terhadap kualitas layanan elektronik aplikasi BPJSTK Mobile. Dalam dimensi kualitas layanan eletronik yang memiliki nilai terbesar terdapat pada dimensi efficiency sedangkan yang paling rendah terdapat pada dimensi fulfillment hal tersebut terjadi karena banyak pelanggan yang masih berpersepsi aplikasi BPJSTK Mobile belum dapat memenuhi kebutuhannya secara akurat karena sering terjadi output rincian saldo JHT yang tidak sesuai, hal itu dapat terjadi dikarenakan perusahaan kurang menginformasikan kepada pelanggan bahwa data yang dimasukan pada saat registrasi data akan berpengaruh terhadap hasil rincian saldo yang muncul. Untuk itu luaran dari penelitaian ini adalah membuat brosur mengenai langkah-langkah pengisian registrasi data. Kata Kunci: Kualitas Layanan Elektronik, Efficiency, Fulfillment, Sistem Availaibility, Privacy.

Deskripsi Alternatif :

This research was conducted to measure customer BPJS Ketenagakerjaa perception about quality of electronic services BPJSTK Mobile application, and to identify whether there are differences of perception about the quality of BPJSTK Mobile app service based on gender, age, and income. To measure the quality of electronic services BPJSTK Mobile application, this research is using some dimensions like efficiency, fulfillment, system availability and privacy. The research design in this research using descriptive design by conducting a survey through the spread of questionnaires that are distributed to 250 respondents. The results showed that (1) the majority of customers assess the quality of electronic services BPJSTK mobile application normal. (2) there is no difference of perception between male and female customer to service quality of BPJSTK Mobile application (3) there is difference perception of customer based on age in efficiency dimension to service quality of BPJSTK Mobile app. (4) there is a difference perception based on income in dimension of efficiency and privacy about the quality of elekctronic service BPJSTK Mobile applications. The dimension that has the greatest value is in the dimension of efficiency while the lowest is in the dimension fulfillment, it happens because many customers are still perceived BPJSTK Mobile application has not been able to meet its needs accurately because often the output of JHT balance details are not appropriate, It can happen because the company is less inform the customer that the data entered at the time of registration data will affect the results of the balance details that appear. For that, outcome of this research is to make brochures about the steps of filling in data registration. Keywords: Electronic Services Quality, Efficiency, Fulfillment, System Availability, Privacy.

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