1

QUALITY OF SERVICE HELD ORGANIZERS SOCIAL SECURITY

AGENCY (BPJS) LABOR BRANCH KENDARI
JACOB BREEMER
Polytechnic lecturers Indoteck Kendari

ABSTRACT

Myalitas services organized by the Social Security Agency (BPJS) Employment Branch of
Kendari. The purpose of this study was to investigate the application of quality of service organized
by the Social Security Agency (BPJS) Employment Branch of Kendari. The data used in this thesis
was collected through observation, interviews, and documentation and analyzed by qualitative
descriptions. In conclusion, that the application of the service kualitan Social Security Agency (BPJS)
Employment of Southeast Sulawesi province used aspects of services contained in the service
marketing management Emphaty Tangible, Reliability, Responsiveness and Assurance (TERRA).
Quality services by using the service quality aspect shows that: Tangible provide evidence of quality
service through the use of working facilities at the offices of the Social Security Agency (BPJS)
Employment Southeast Sulawesi Province. Empathy, showed their attention from the company's
Social Security Agency (BPJS) to employees and customers. Reliability, indicate the reliability of the
work program Social Security Agency (BPJS) to provide care social security to workers and customers.
Responsiveness, indicating the responsiveness of the company through its employees to workers and
customers as appropriate. Assurance, indicating the assurance provided by the Social Security Agency
(BPJS) Employment to workers and nasbahanya to obtain social security.

PRELIMINARY

Sinambela (2009: 199) says that the quality of service which rely upon the ability,
keterampulan, experience and discipline. It is proven in beberpa companies that provide services to
the community. The minimum standard of public services is the satisfaction and when sseeorang get
satisfaction from the services then become loyal and then plan the use of services in the next period.
Quality of service is on each company and how the application is dependent upon the quality of the
management company in which there are human resources into the service quality movers.
Services at the Regional Owned Enterprises (enterprises) and State Owned Enterprises (SOE)
is intended to provide the public in accordance with the objectives of the company. One is a
government-owned corporation Social Security Agency (BPJS) Employment. These companies carry
insurance services to workers / employees in the company and other labor organizations. The
development of business at each company diiring with a variety of activities that can contribute to the
realization of corporate goals. Attempts to reach the company's goal is not always to be in one way or
strategy but there are a variety of strategies to increase the activity of the company. It also depends on
the type of company and the goals to be achieved by the company.
Services are provided by a company to the public and consumers are based on the company's
work orientation purposes. There are goals set up by companies such as profit goals and social goals.
Companies with profit goals, orientation is the maximum profit, while companies with a social
purpose, the orientation is social services and funding or budget set by another party activities such as
pihat government and labor organizations that have a social purpose.
Services carried out by the Employment BPJS is service employment insurance to workers.
Services at this office conducted each weekday but only proficiency level services performed in
accordance with the working procedures and based on data on companies that use such labor. However,
the service at the Employment BPJS tend to assurance while the expected was the application of quality
of service using the tangible, empathy, reliability, responsiveness, and assurance in their entirety.
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Organizing Body Labor Social Security Company formerly known as Jamsostek is a life
insurance company and a financial problem of death, health or work accidents for its customers.
Aspires to be the best insurance company, superior and become number one. Many insurance
companies are competing to provide satisfactory services.
Employment BPJS Kendari Branch is a public program that provides protection for the
workforce to address social risks and the implementation of certain economic use of insurance
mechanisms. Implementation of the social security program is one of the responsibilities and
obligations of the State to memebeikan socio-economic protection to the public. Workers' Social
Security Program in Kendari Branch Employment BPJS namely the Old Age Security program, the
program Life Insurance, Accident Insurance Program, and Program pensions.

CONCEPTUAL FRAMEWORK

A. Concept Marketing Management

Surachman (2001: 8), suggests that marketing is an orientation on consumer subscriptions
are supported by integrated marketing and aimed to achieve customer satisfaction increased as a
key achievement of marketing objectives. Furthermore Irawan and Wijaya, F (2006: 13), suggests
that marketing is all human activities aimed at satisfying needs and wants through an exchange
process.
From the above statement implies all human activities that take place in conjunction with
the market is marketing. Marketing means working in the market to realize the potential exchange
with the intention of satisfying human needs and desires. The process involves the exchange of
work, the seller should look for a buyer, find and meet their needs, design the right products,
determining the right price, store and transport, promoting the product, negotiate and so on.
Understanding marketing management according to Kotler (2008: 13), suggests that
marketing management is the process of planning and implementation of ideas, pricing,
promotion, and distribution of ideas of goods and services to create exchanges that satisfy the
objectives of individuals and organizations. "According to Chess Rismiati and Bondan Suratno
(2001: 33), suggests the definition of marketing management is applied in marketing management
or activities that are intended to satisfy human needs based on the human desire to be effective and
efficient. "

Understanding Marketing according to Kotler and Armstrong (2002: 6), "is the process by
which companies create value for customers and build strong relationships with customers with
the aim to capture value from customers in return".
Marketing is simply the governing profitable relationships with consumers. The purpose of
marketing is to create value for our customers and to capture value from customers or get feedback
from consumer. Not only profit organizations that require marketing but non-profit organizations
also require marketing to increase revenues and efforts to be achieved. There are 2 understanding
of marketing by Kotler and Armstrong (2002: 12) from a social standpoint and marketing
manager:
1. Social viewpoint
Marketing is the process of socializing by which individuals and groups obtain what they
need and want through creating, demand, and freedom in exchange the value of products and
services with others.
2. Marketing manager's perspective
Art marketing to sell a product where consumers know and understand so well that the
product or service that was created precisely for consumers and sold by itself
Over the years the concept of marketing is also changing. Five basic concepts of
marketing by Kotler and Keller (2006: 16):
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1. Production concept
The production concept is the first concept in the world of business. Where consumers will
choose products that are available and not expensive. Production manager orientated to the
achievement of product efficiency, low cost and distribution.
2. Product concepts
The concept of a product where consumers will ask the most qualified products, has a
performance, or innovative features. Managers who focus on this concept create superior
products and continue to be improved over time. New products or new products that enhanced
not necessarily successful without costing, distribution, advertising and selling the right.
3. Sales concept
The concept of selling set aggressive sales with promotional efforts, which if not implemented
then the product will not be sold satisfactorily
4. Marketing concepts
Marketing philosophy which believes that the achievement of organizational goals depends
on determining the needs and wants of target markets and delivery satisfaction more
effectively and efficiently than competitors.
The broadest definition that can clearly explain the importance of marketing proposed by
Swastha (2000: 4) Marketing is a whole system of business activities aimed at planning, pricing,
promoting and distributing goods and services that satisfy the needs of both buyers existing and
potential buyers.
Companies should strive to understand kebutuhanm desire and demand of the target
marketers. Necessity is the basic human requirements. Being desires when they are directly
satisfied their needs. While more specific demand for products created with the ability.
According Tjiptono (2008: 22), "The concept of marketing (marketing concept) holds that
key to realizing the goals of the organization lies in its capacity to create, deliver and communicate
the value of the customer (customer value) to the target market more effectively than competitors'.
The final goal of marketing is to help the organization achieve its goals. The main purpose
of the company is for profit. While other purpose is to obtain sufficient funds to carry out activities
of social and public services. The three main elements of the marketing concept by Swastha (2000:
6) is a consumer orientation, preparation of marketing activities integrally (integraded marketing)
and customer satisfaction (consumer satisfaction). All of the activities in a company that embraces
the concept of marketing should be directed to meet these objectives. The use of the concept of
marketing for a company to support the success of business done.

B. Concept Marketing Services

Services are defined by Tjiptono (2004: 5) as an act or acts that can be offered by one
party to another, which is essentially intangible or not is physical and does not result in the
ownership of anything. Lupiyoadi (2001: 9) defines services as all activities of economic result is
not a product in physical form or construction, which is usually consumed at the same time
produced and provide added value (such as eg, convenience, entertainment, pleasure or health) or
fixers for the problems faced by consumers.
Philip Kotler (2007: 59) defines services as actions or activities that can be offered by one
party to another, essentially intangible and ticlak lead to any ownership. Product services may be
related to a physical or in Lupiyoadi According to Griffin (2001: 10) states that the service has the
following characteristics:
a. intangibility
Intangible services so that services can not be seen, felt, touched, kissed before purchase, so
the value experienced by consumers is a pleasure, satisfaction and sense of security.
b. Unstorability
Service does not recognize the storage of products that have been produced and services can
not be separated so that should be consumed simultaneously.
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c. Customization
Services are often designed specifically to meet the needs of consumers.
d. variability
Services will not be the same as one service to another service.
In general, services can be classified into two major categories, namely:
a. Industrial Services (Industrial Service)
Services are provided for the industries within the scope of a typical organization, including
manager of mining, agriculture, non-profit and government organizations.
b. Consumer Services (Consumer Services)
This service is widely used in society. Which are included in these services are vehicles,
telecommunications, travel agencies, entertainment, banking, insurance and so on. Evan and
Berman in Tjiptono (2004: 8) classifies services by basing on seven criteria:
1) Market segmentation
Can be divided into services to the final consumer eg life insurance and consumer
organizations eg accounting and taxation services.
2) level Keberwujudan
a) Rented Goods Service
b) Owned Goods Service
c) Non-Goods Service
3) Skills Provider
Services consist of professional services and management consulting services, for
example non-professionals eg night watchman.
4) Objectives Services Organization
Services can be divided into commercial services or telecommunications services eg
profit and non-profit services for example orphanage.
5) regulation
Services can be divided into regulated services such as banking and non-regulated
services like jobbing.
6) Intensity Level Employees
Can be divided into 2 Equipment Based Service for example automatic car wash and
People Based Service for example, a management consultant.
7) Contact Rate and Service Provider Customers
Generally it can be divided into the High Contact Service, such as physicians and Contact
Service eg sale, cinema.
According Zeithomi and Bitner in Tjiptono, (2004: 70) Consumers can use the following
dimensions or variables to analyze or describe the quality of service that is intangible, namely:
1) Reliability, The ability to provide services in accordance with the promise offered.
2) responsivenes That response or readiness of employees to assist customers and provide fast
and responsive.
3) assurance Includes the ability of employees on knowledge of the product regularly, the
quality of hospitality, attention and courtesy as well as providing services
4) Empathy, ie individual attention given by the company to the customer.
5) tangibles Covers physical facilities, equipment and means of communication employees.
There are several ways to pay attention to the quality improvement of services, namely:
a. Provide support and encouragement for employees who are at the forefront in the form of
authority responsibility and incentive to recognize, care, and oriented towards the needs of
consumers.
b. Developing motto "obsessed to the consumer". That always gives satisfaction to the needs of
consumers, especially consumers who already proved his loyalty.
c. Doing commitment to quality, which is to reform and not just financial services and not
develop a high standard of service quality constantly.
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d. Monitor performasi good service to the service of the company itself and its competitors. The
method used may be comparison shopping, customer surveys, paper suggestions and
complaints.
e. Always communicate concern for the quality of service to employees and provide
performance feedback.
f. The company must satisfy its employees as satisfying customers for example to create an
environment that gives support to the employee exceeds the service of a good service
performance and monitor job satisfaction. A good relationship between the employees will
provide positive support to the relationship with the customer.
Business services can be defined as an activity procurement, where the input is processed,
the elements of product services created to produce services that are then transferred to the service
user. According to Christopher H. Lovelock Lupiyoadi (2001: 11), a service business is a system
consisting of:
a. Service Operation System
The components contained in the operating system services can be separated between
the components of the human resources and physical components. Both of these elements may
be running well, because the irregularities on both of these components can be seen and felt
by the customer.

b. Service Delivery System

Delivery of services related to where, when, and how the services are rendered to
customers. This system not only includes the elements of the operating system real services
that support the physical and personal, but also includes things that are presented to the
customer to another.
Traditionally the interaction between the service provider and its customers include
things very closely, but for reasons of operational efficiency and customer comfort people
who seek the services do not. Require a physical presence to find the fact that their direct
relationship with the company's services turned out to be reduced. Electronic delivery of
services often bring greater convenience than a direct connection.
Service Marketing System Another element that is part of the service system dalah service
marketing system that serves to contribute to the customer's view will change services. This
marketing elements directly related to the service delivery system.
1. Understanding Marketing Services
McDonald and Keegan (1997: 42) states that service marketing is essentially not too
different from the goods market. The difference is that the product market has mamfaat services
that can not be saved. For example, airline tickets, can not be used when the plane takes off it will
be gone forever, while the physical product can be stored and used on the next day.
Although there is no consensus on the definition of marketing experts marketing services
but Stanton (1994: 183) defines service as an activity that can be identified that are not palpable,
which is planned for fulfillment to consumers.
From some of the above definition, it can be characterized as a virtual impalpable services
(intangibility), inseparable from a private seller (inserpability) output heterogeneity of services
there is no standardization and quickly disappear (freshalibility) demand tends to fluctuate.
In general, the product can be classified in various ways. One way is the widely used
classification is based on tangible resistance or failure of a product. Kriteris Based on this, there
are three groups of products, namely: (Tjiptomo, 2008: 5)
a. Durable goods
Durable goods are tangible goods that normally consumed in one or a few times of use. Or in
other words the economic Unur less than one year. For example, soap, beverages and snacks,
salt, sugar, chalk, and so on.
b. Durable goods
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Durable goods are tangible goods that can last a long time and have the economic life of more
than one year. Examples include a TV, refrigerator, Cars, Computers, Washing Machine and
others.
c. Service (Service)
Services are activities, benefits or satisfaction offered for sale. For example, a repair shop, a
beauty salon, skills courses, hotels, hospitals, and so on.
Actually expressly difference between the goods and services are often difficult to do.
This is due to the purchase of goods is often accompanied with specific services and vice versa
pembeian a service often involves goods that are complementary.
According to Kotler (2007: 137) service is any act or acts that can be offered by one party
to another that is essentially intangible and does not result in physical possession of something.
Services products may be associated with physical product or not.
A company to market deals typically include several types of services. Components of
these services can be for minor or major parts / principal of the whole of the offer. In fact, an offer
can vary from two polar extremes of a pure form of goods on the one hand and pure services on
the other side. (Kotler, 2007: 145).
Based on the above criteria, the offer of a company can be divided into five categories,
namely:
a. Pure physical product
Offer consists solely on physical products
b. Physical product with support services
In this category offer consists of a physical product which is accompanied by one or more
services to enhance the attractiveness of its customers.
c. hybrid
Offer consists of the same goods and services a large portion.
d. The main services of goods and services are supported with minor
Offer comprises a principal services together with additional services or goods and
supporting.
e. pure services
Deals almost entirely in the form of services.
According to Kotler (2007: 165) the consequence of a wide variety of mix between goods
and services, it is difficult to generalize the services of not doing further distinction is based on
objective, among others:
a. market segments
Based on market segments, can be distinguished services to the end consumer services to the
consumer danjasa organizational.
b. level keberwujudan
The criteria relate to the level of consumer involvement with the physical product.
c. Skills provision of services
Based on the skill level of service providers, the service consists of professional and non-
professional service service,
d. Destination service organizations
Based on the organization's objectives, services are divided into comersial service or profit
service.
C. Service concept
Public services can not be separated from issues of public interest, which became the
origin of the emergence of the term public service. The globalization of information technology
for carrying all agencies, Institution, Agency, the Department and the Office of Government
towards changes in the attitudes of how to provide public services effectively and efficiently.
Rapid technological advances have led to a huge influence on all areas, namely in the information
technology services to a government agency.
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Care is needed by every human being, it can also be said that the ministry can not be
separated from human life. Service is a problem-solving among humans as consumers and
companies as givers or providers of care. So Grönroos defining the service as an activity or series
of activities that are invisible (intangible) that occurs as a result of the interaction between
consumers and employees or other matters provided by the company providing services which
are intended to solve the problems of the consumers / customers " , (Grönroos, 2000: 27)
Based on the above opinion is clearly stated that the key feature of the service is invisible
(intangible) and involves humans (employees) or other equipment provided by the company
service providers. Thus, the service is a series of activities that can not be touched and occur as a
result of the interaction between the service provider and by service.
Kotler (2007: 27) defines service as a profitable activity in a group or entity, and offers a
satisfaction even though the results are not tied to a physical product ". The definition of service
according to Kotler (2007: 27) is clear that service is a group or entity which conducts profitable
and offers a satisfaction, although the results are not physically attached to the product
Sampara Lukman in his book Quality Management Services argues, the ministry is "an
activity or sequence of events that occur in direct interaction with others antarseseorang or
physical machines, and provide customer satisfaction". (Lukman, 2000: 8). Based on these
opinions, the direct interaction between a person with lian is an activity that allows the service
processes to provide customer satisfaction.
Services derived from the word service means activities that provide benefits to others,
Simamora in his book, Winning Market With Effective Marketing and Professional defines
services as activities or benefits offered one party to another that is essentially intangible and does
not result in any ownership " , (Simamora, 2001: 172).
Opinion of the above suggests that the service is an activity offered by government officials
to the people that are intangible and does not result in any property whose results will benefit the
community and for the apparatus itself.
Services are all economic activity with output in addition to the product in a physical sense,
consumed and produced at the same time, provide added value and in principle intangible
(intangible) to the first purchaser "(Hurriyati, 2005: 28).
Based on the above definition can be said that basically the service is something intangible
but can meet the needs of customers or the public. Services may not result in transfer of rights or
ownership and there is interaction between providers and service users.
Paimin Napitupulu in his book entitled Public Service and Customer Satisfaction
interpreting services as an activity or process of fulfilling the needs of others in a more satisfactory
form of product and services with a number of features such as intangibles, quickly disappear,
more felt than having, and customers are more able to participate actively in process consumes
such services "(Napitupulu, 2007: 164).
Service is a sequence of activities in order to meet the needs of society. Services do not
have service but quickly lost form, and can be felt
D. Quality of Service
The meaning or significance of the concept of quality has been given by many experts
with different perspectives, resulting in different definitions anyway. Goesth and Davis was
quoted Tjiptono (2004: 51), suggests that the quality is defined "as a dynamic condition in which
the related products, services, people, processes and environments that meet or exceed
expectations. Then Triguno also revealed a matching of quality, the definition of quality is, "a
standard that must be achieved by a person or group or institution or organization regarding the
quality of human resources, the quality of the workings, processes and work or product in the
form of goods and services. "(Triguno, 1997: 76).
In contrast to Lukman (2000: 11) which defines quality as the promise of service that
served it feel disadvantaged. Then Ibrahim (1997: 1) argues that the quality of it as a basic strategy
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for businesses that produce goods and services that meet the needs and internal and external
customer satisfaction, explicitly or implicitly.
Understanding more detailed about the quality provided by Tjiptono (2004: 52) after an
evaluation of the definition of the quality of some experts, then draw 7 (seven) definitions that
are often raised against the concept of quality, definitions of quality according to Tjiptono (2004:
52) that, are as follows:
1. Compliance with the requirements or demands;
2. Suitability for use;
3. Repair or continuous improvement:
4. Freedom of damage or defects;
5. Pemenuhuan needs of customers since the beginning and every time;
6. Do everything correctly since the beginning; and
7. Something that can be a happy customer. (Tjiptono, 2004: 62).
From that sense it appears that, in addition to the quality of the show the meaning of
compliance or certain requirements, quality also have an understanding in an effort to make
improvements and continuous improvement in meeting customer needs so as to satisfy the
customer.
E. The concept of Quality of Service
Khairul maddy Barata funds (2004: 27). And of a number of these definitions there are
some similarities, namely:
a. Quality is an effort to meet customer expectations
b. Quality is a quality that every time conditions change
c. Quality includes processes, products, goods, services, people, and environment
d. Quality is a dynamic condition associated with products, services, people, processes, and
environments that meet or exceed expectations
Vincent Gespersz in Lupiyoadi (2001: 109) stated that the quality of service includes the
following dimensions:
a. Timeliness of services related to waiting time and process
b. Quality of care with regard to the accuracy or kepetatan services
c. Quality of service associated with the politeness and friendliness businesses
d. Quality of service relating to the responsibility in handling customer complaints
e. Quality of service associated with a more or less a serving officer and other supporting
facilities
f. Quality of service associated with the location, the room where the service park, the
availability of information, and user / other guides.
g. Quality of service related to environmental conditions, cleanliness, waiting rooms, music
facilities, air conditioning, communications equipment, and others. (Maddy,in Lupiyoadi,
2001: 10).
Model the most popluer service quality and up to now made reference in marketing
research and marketing Jada Problem models SERVQUAL (Service Quality), which are widely
applied in different companies and industry context. SERVQUAL survey instrument popularity
due to a number of advantages (Tjiptono, 2008: 108).
Parasuraman in Tjiptono (2008: 108) identifies 10 key dimensions that service reliability,
responsiveness, competence, access, courtesy, communication, credibility, security, ability to
understand customer and physical evidence.
1. Reliability includes two main aspects, namely the consistency of performance (performance)
and the nature reliable.
2. Responsivity or responsiveness, the willingness and readiness of employees to help serve the
customers with immediate effect.
3. Competence, namely the acquisition of skills and knowledge needed in order to melauani
according to customer requirements.
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4. Access includes kemudahaan to be contacted or met and ease of contact.

5. Kesopnan include politeness, respect, attention, and the friendliness of the employees.
6. Communication, meaning menyampilan information to customers in an easy language they
understand and always listen to suggestions and complaints.
7. Credibility is honest and trustworthy nature
8. Security is freedom from danger, risk, or doubt.
9. The ability to understand the customer, which seeks to understand customers and their specific
needs, giving out individual attention and get to know regular customers.
10. Physical evidence includes the appearance of physical facilities, equipment, personnel, and
communication materials company.
Ratings given to the service is much more sensitive and tend to express attitudes and
behavior directly by service users. Chess Rismiati and Bondan Suratno (2001: 48)
mengemukkaan that excellent service can be measured by the level of customer loyalty in the use
of goods and services. Contentment is the absolute value of customer service demonstrated by the
subsequent demand for goods and services.
Ibrahim (2008: 109) suggests the size to determine customer satisfaction can be used
through direct observation of consumer purchasing activities and statements made through a
questionnaire based service indicators measured. Parasuraman in Ibrahim (2008: 109) using
kirteria measurement of customer satisfaction by using aspects of services that include tangible,
empathy, reliability, responsiveness, and assurance.

RESEARCH METHODS
To obtain the data required in this final project used two methods of data collection are:
1. The research literature (Library Research)
The research literature is based on research conducted by reading books that have a
relationship to the object being examined and the issues being discussed whether existing or yet
to be published as books, brochures and other scientific papers. The principle of data from the
results of this research method is secondary data.
2. Field research
The field research is one method of data collection is carried out directly on the object to
be studied. Data obtained from the results of the study are primary data obtained by means of:
a. Observation (observation)
Namely data collection techniques by conducting a careful and systematic recording of the
object of the report.
b. Interview (interview)
Namely data collection techniques by asking directly (direct communication) with the
respondent, in this case is directly related to the object, so as to obtain complete and accurate
data.
c. Documentation
Namely the search for data on matters such as reference books or note books. Which include
documents or data BPSJ Employment Branch of Kendari.
This type of research to prove the truth of the results of the study consisted of two parts, namely:
1. research Explorative
Exploratory research is a study that aims to find new problematic-problematic. In this
study, researchers have not had the picture of the definition or concept of the study. The nature
of this penenlitian is creative, flexible, open, and all sources are considered important as a
source of information.
The purpose of the exploratory research that unruk make a new topic is better known
by the public, provides a basic overview of the topic, to generalize the idea, and developed a
theory that is tentative, opening the possibility for convening further research on the topics
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discussed, as well as mnentukan techniques and direction will digunakandalam subsequent

research.
2. Descriptive research
Ie research that only describe the state of an object or problem and is not intended to
take or draw conclusions that are generally applicable. Where researcher do observation or
measurement variable at a time, meaning that the object was observed once at the time of
assessment, to obtain the necessary data.

DISCUSSION

A. Employees characteristic BPJS Employment

In the implementation of the work on the Employment BPJS office employees have different
competences according their characteristic such as age, kelaimin, education and length of
employment at the Employment BPJS.Social Security Agency Workers (BPJS) Employment is an
expansion of the state enterprise Labor Social Security. As for the characteristics of employee
Social Security Agency Workers (BPJS) Employment can be explained as follows:
1. Employee by age
2. Employee by gender
3. Employee education according to
4. According to the working masses employee
B. Analysis Results Program Social Security Agency Workers (BPJS) Employment
Penerpaan result of monitoring the quality of service at the Social Security Agency (BPJS)
Employment, found that the service activities carried out in the social security program that has
been provided by the government. Tagible in the service implemented by the Social Security
Agency (BPJS) Employment indicate the use of working facilities, workspaces and other work
equipment which aims to give satisfaction to the workers.
emphatyBPJS located in service to the data and information provided by the company to
increase attention to workers, during the Social Security Agency (BPJS). Based on data from
workers, then there is the reliability and power of BPJS stairs to the demand for services by the
workers who become customers BPJS. Emphaty companies applied in paying attention to the users
of services companies and this can be seen from the data collection by enterprises and workers
that the company is also implementing sendiri.Sementara assurance to service users BPJS. Aspects
of assurance (guarantee) leads to worker health insurance.
Social Security Program is a program of protection that is the basis for the workforce
which aims to ensure the security and assurance against social risks economics, and is a means of
receipt of income for workers and their families as a result of the occurrence of social risks with
affordable financing by employers and labor. The risk that economic Sosai addressed by the
program.
According to the Head of Human Resources, in an interview in the office BPJS
Ketenagarkerjaan Branch Kendari, said that the existence of social security as a safeguard life of
labor in companies of great benefit, therefore, as a step to ensure the survival of labor, it needs to
enter power work in social security programs managed by the employment BPJS.
BPJS Employment Services Program has the objective, among others:
a. Protect their workers in such a way in the face of accidents that may occur.
b. Educate their workers in order to downsize / save can be enjoyed at any time when an
incident occurs that must be faced by the workers and their families.
c. Protect the company from possible damage in vast numbers, because the catastrophe that
menimpah few employees, where any accident or calamity not at all expected.

C. Application kalitas BPJS Employment Service

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Results of the analysis showed that kualitan services performed at the Social Security
Agency (BPJS). The quality of social security services in Social Security Agency (BPJS)
Employment be applied through appropriate services in accordance with customer expectations.
Customer Social Security Agency (BPJS) employment reached 134 611 people consisting of
workers who are used by companies in the Southeast.
The dimensions of service quality in the Social Security Agency (BPJS) employment of
Southeast Sulawesi province include:
a. Timeliness of services relating to waiting times and service processes at the Social Security
Agency (BPJS) and during the process required the implementation of Tangible Empathy,
Reliability, Responsiveness and Assurance (TERRA).
1) tangibleimplemented through the use of working facilities and equipment adequate work
so the work can be done smoothly in the office. Use of the data form, information
management and prospective customer data and other job using the office facilities. Office
located in Jalan Edi Sabara No. 392 By Pass Kendari provide adequate working facilities
for customer service Social Security Agency (BPJS) employment.
2) empathy, (Attention) to be implemented to clients is working together to get the social
security program that will be used by the workers. Attention is given is the provision of
information and information related to social security employment. The company
delivered the rules and procedures of a customer Social Security Agency (BPJS)
employment and directed workers to determine the desired social security program. Model
of attention like this requires a good knowledge by office workers Social Security Agency
(BPJS) and better understanding, also by every prospective customer to get a good
communication.
3) Reliability,(Reliability) in the Social Security Agency (BPJS) aspects of reliability
(reliability) is absorbed in the work program of the Social Security Agency (BPJS)
Employment. Results showed that the reliability program
a) Old Age Security program (JHT)
Quality of service provided is the basis for the workforce which aims to ensure
the security and assurance against social risks economics, and is a means guarantor
revenue streams of income for workers and their families as a result of the occurrence
of social risks with affordable financing by employers and labor. Old Age Security
program is intended as a replacement for the dissolution of labor income due to death,
disability, or old age, and was organized with the retirement savings system.
Old Age Security program provides income paid admission certainty when
employment reached age 55 or had to meet certain requirements. When at the age of
55 years, faithful workers can use social security of accumulated contributions plus
investment results. Old Age Security will be returned / paid by dues collected
b) Work Accident Insurance Program (JKK)
Quality of care in Work Accident Insurance Program (JKK) to cope with
partial or complete loss of income caused by the existence of social risks such as death
or disability due to occupational accidents both physically and mentally, it is
necessary to work accident insurance. This service is implemented in cooperation with
the users of labor, the Police and the Health Department. Documenting the victim to
administrative proceedings conducted by the company and its partners in order to
solve the problems of workplace accidents.
Services targeted by this program aims to help the families of victims in
obtaining Social Security Agency services (BPJS). But this must be supplemented
with data from police forces and the hospital and then given to quality services
therefore workers today can meet the specified requirements on social security
program.
c) Death Insurance Program (JKM)
 12

Service quality assurance carried death and remain targeted to workers who
become customers and gain assurance that death has been saved dives into workers.
This service is provided in accordance with their contracts. If the period of contract is
completed and there is no death then the value of the collateral will be paid during the
life of the contract but in case of death of the life of the contract, the contract value
will be added to bonuses and commissions and hingan more determined by the Social
Security Agency (BPJS) Employment Province Southeast Sulawesi.
d) Retirement Security Program (JP)
Service pension program Social Security Agency (BPJS) to workers who have
completed a worker at the company and given pensions paid by Social Security
Agency (BPJS) Employment. The quality of service provided was timely payment
and adjustment of systematic data so that customers do not get difficulty in accepting
pension funds.
Services performed on a pension fund Social Security Agency office (BPJS)
every working day in accordance with the stipulated delivery time. Results showed
that the services provided to workers who are already registered with the Social
Security Agency (BPJS) Employment as much of Southeast Sulawesi province134
611 people from the years 2012-2016. (Interviews with Kepadal bagain Human
Resources Social Security Agency (BPJS) Employment of Southeast Sulawesi
province, 2017)
4) responsiveness (Responsiveness) in this ministry showed the ability of employee Social
Security Agency (BPJS) Employment to understand and carry out services with the right
target. Quality of care is the quality of targeted not at work but the satisfaction felt by the
workers and service users.
The implementation of a quality service lies in the provision between expectations
and reality. So in responsiveness that is implemented to workers and customers, is
expected to provide satisfaction and confidence so that they become loyal in using the
services of the Social Security Agency (BPJS).
Results peneltiian the Social Security Agency (BPJS) Employment Southeast
Sulawesi Province was found that the application of quality of service to the
responsiveness of employee Social Security Agency (BPJS) and they should be able to
provide good service to workers and customers to then employees will receive an award
for their satisfaction, trust and loyalty.
5) assurance(Guarantee), in quality service, coupled with the assurance provided by the
Social Security Agency (BPJS) Employment to workers and customers. Such guarantees
include:
a) In such a way to protect workers in dealing with problems in the implementation of
the work that may occur
b) Educate their workers in order to downsize / save can be enjoyed at any time when an
incident occurs that must be faced by the job retention and their families.
c) Protect the company from possible damage in vast numbers, because the catastrophe
that menimpah few employees, where any accident or calamity not at all expected.
This assurance was given by the Social Security Agency (BPJS) Employment as a
form of responsibility to employees and customers towards a social security users at the
Social Security Agency (BPJS) Employment in Southeast Sulawesi.
Thus it can be argued that the application of quality of service Social Security Agency (BPJS)
Employment of Southeast Sulawesi province is an implementation of the marketing management
services that include Empathy Tangible, Reliability, Responsiveness and Assurance (Tangible
Empathy, Reliability, Responsiveness and Assurance (TERRA).

CONCLUSIONS AND RECOMMENDATIONS

 13

A. Conclusion
Berdasaran the analysis and discussion presented earlier it can be concluded that the application
of the service kualitan Social Security Agency (BPJS) Employment of Southeast Sulawesi province
used aspects of services contained in the service marketing management Emphaty Tangible,
Reliability, Responsiveness and Assurance (TERRA). Quality services by using the service quality
aspect shows that:
a. tangible provide evidence of quality service through the use of working facilities at the offices of
the Social Security Agency (BPJS) Employment Southeast Sulawesi Province.
b. empathy, shows the attention of the company's Social Security Agency (BPJS) to the worker and
his client
c. Reliability, indicate the reliability of the work program Social Security Agency (BPJS) to provide
care social security to workers and customers
d. responsiveness, indicates the responsiveness of the company through its employees to workers and
customers as appropriate.
e. assurance, indicate the guarantees given by the Social Security Agency (BPJS) Employment to
workers and nasbahanya to obtain social security.

B. Suggestion
Based on the conclusions that have been stated previously, it can be recommended as follows:
1. To improve the quality of services, the Social Security Agency (BPJS) Employment of Southeast
Sulawesi province should improve the ability of employees to carry out the work so that the
activities can take place with good service in the future
2. Preferably Social Security Agency (BPJS) Employment improve coordination with employee user
enterprises for data and information to support the workers of the company workers and customer
service smoothly in the future.
3. To obtain service Social Security Agency (BPJS) Labor, the workers should have the data and
identity in accordance with the requirements established so that services become more quality in
the future.

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