PROPOSED BUSINESS STRATEGY IMPROVEMENT THROUGH SERVICE QUALITY GAP MODEL TO INCREASE MEMBERSHIP COVERAGE OF BPJS KETENAGAKERJAAN

• Main Author: Achmad Fauzi, Agy
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/36202
• Institution: Institut Teknologi Bandung

BPJS Ketenagakerjaan is a public legal entity based on Law No. 24 of 2011 which is given a mandate by the government to provide social security protection for all workers in Indonesia. At present BPJS Ketenagakerjaan faces challenges where the achievement of active participants covered by employment social security programs up to 2017 is 26.24 million or only 28% of the target set by the government. Besides that, BPJS Ketenagakerjaan still faces issues related to services provided which are considered complicated and tend to be sluggish. This study aims to find out and improve the BPJS Ketenagakerjaan strategy based on service quality issues which is expected to have an impact on increasing the number of participants. The methodology used in this study using quantitative methods through measuring the quality of service gap to determine the expectations of participants and the ability of the organization to provide services, where the respondents are managers, staff and participants of the BPJS Ketenagakerjaan. Secondary data analysis was carried out using company internal data and literature studies. The conceptual framework used begins with an analysis of the external environment using PEST analysis, Porter's 5 forces, competitor analysis and internal analysis through resource analysis and value chain analysis. Next, analysis of the service quality gap model is carried out, which then summarizes all analysis result in SWOT analysis. Analysis result show that BPJS Ketenagakerjaan has not been able to provide the quality of service as expected by participants, which is caused by gaps in the internal organization in terms of capability to provide services. The strategy will be implemented based on results of this study is the differentiation strategy by creating three core competencies, namely reliability, responsiveness, and innovation to create a superior service quality and added value for customers. To improve the BPJS Ketenagakerjaan strategy begins with the proposed change in organizational structure.