ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PESERTA PROGRAM JAMINAN SOSIAL TENAGA KERJA PT. JAMSOSTEK (PERSERO) CABANG BALI

Abstract

In this industrialized period and more tight competition in labour field
now, it is a field that has sufficient attention for the Government such as wages
and protection for labours. Human Resources is the main capital for company
and it is an abligatory duty for every company to deliver social service to labours.
Jamsostek as one of state owned company (BUMN) that carries for labour social
service program has shown its commitment to give economic social protection to
labours. The aim of this study is to know service quality toward client satisfaction of
labour social service of PT. Jamsostek (Pesero) Bali Branch. The analysis technique
applied to know whether there is or no correlation between service quality and client
satisfaction, is analysis technique of Rank Sperman Correlation.
Based on analysis result of client satisfaction, it is obtained average score 3.22 percent,
it means that client satisfaction of labour social guarantee program PT. Jamsostek
(Persero) Bali Branch is categorized satisfying, and also service quality is obtained
for average score 3.18 percent, it means service qualityPT. Jamsostek (Persero)
Bali Branch is categoeized satisfying. In relations with the result of interpolation
calculation, it is obtained rho calculation = 0.905 > Rho table = 0.371. Due to
rho calculation is higher than rho table, it means that there is a strong correlation
between service quality and client satisfaction of labour social guanateen program
PT. Jamsostek (Pesero) Bali Branch.