Simplex representation of insurance performance analysis

Bharathkumar, Sai Ranjani; Gupta, Santanu

doi:10.1016/j.jpolmod.2019.06.010

Cited by 1 publication

(1 citation statement)

References 23 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…This study uses a type of quantitative research to measure customer satisfaction. This method describes the problem data that existed and developed at the time the research was carried out (actual data which was then analyzed to test the hypotheses that had been carried out) looked at the situation and collected some data based on the facts that existed at the research site (Andrianto, M. S., Sayekti, A., & Daniel, 2021;Bharathkumar & Gupta, 2020;Dewi & Nugraha, 2021;Hamzah et al, 2022).…”

Section: Type Of Researchmentioning

confidence: 99%

Improving the Quality of Service Using the IPA and PGCV Methods at BPJS Kesehatan, South Tangerang

Alfatiyah

Bastuti

2023

JITI

View full text Add to dashboard Cite

BPJS Health is tasked with administering the health insurance program, or better known as the National Health Insurance (JKN). The problem that occurs is that there are still many community reports indicating that BPJS Health services in Tangerang are still not good. The goal to be achieved by the author is to find out the quality of service that will be provided by the South Tangerang City BPJS Health Service Office to users and provide suggestions for improvement to increase customer satisfaction at the South Tangerang City BPJS Health Service Office. The method used in this paper uses Importance Performance Analysis (IPA) and Potential Gain in Customer Service (PGCV). The results of this study are IPA analysis stating that the majority of services are in quadrant IV, which means that the service is satisfactory but services that are not considered important by customers. While 6 services are considered important by customers but are not satisfactory. Meanwhile, the PGCV analysis stated that long queue waiting times were a top priority for improvement.

show abstract

Section: Type Of Researchmentioning

confidence: 99%