Analysis On Client Satisfaction Rate to Service Quality of PT. TASPEN (Persero) KCU Semarang

Abstract

PT. TASPEN (Persero) as one of social insurance agencies finds it important to put emphasis on its clients, provided that they may become highly valuable asset toward the development of such business. In order to archive as the manifestation of appreciation to the clients. The emerge of recommendation or complaints from the clients document unsatisfactory service outputs provided by PT. TASPEN (Persero) KCU Semarang. This study aims to find out client satisfaction rate to service quality of PT. TASPEN (Persero) KCU Semarang. The analysis is performed on the basis of five dimensions: reliability, responsiveness, emphaty, assurance, and tangibility. The study applies a descriptive research method using both primary and secondary data. Primary data are derived from questioner dissemination to 100 respondents with accidental random sampling technique. Method of data analysis uses qualitative an quantitative method of average rate. From the data analysis it is reported that satisfaction rate result insatisfactory level (3.81), whereas the analysis on the average rate result in as followings: a. Clients satisfaction of 3,85 (satisfactory) for the reliability dimension. b. Clients satisfaction of 3,61 (satisfactory) for the responsiveness dimension. c. Clients satisfaction of 3.59 (satisfactory) for the empathy dimension. d. Clients satisfaction of 4.04 (satisfactory) for the assurance dimension. e. Clients satisfaction of 3,99 (satisfactory) for the tangibility dimension. Using cartesian diagrams, there reveal service attributes necessary to be taken account for in order to improve service quality: a. One hour service performance b. Timeliness of the staff. c. Timeliness of the staff in response to client complaints d. Numbers of the staff for providing services to the clients. According to the study performed, it is recommended that the agency: a. Improve service timeliness toward each client. This effort may take forms of staff training and education, cross sectional staff utilization, or administering part time employees. The performance should take place at the beginning of each moth in order to attract more clients. Immediately overcomes potential complaints from the clients. Public Relations Department of PT. TASPEN (Persero) KCU Semarang is expected to coordinate with Service Department. Key words: client satisfaction, service quality.