The Impact of Service Quality on Customer Satisfaction of BPJS Employment at The Mojokerto Branch Office

The quality of public services needs to be optimized in order to meet the expectations of service users and strengthen public trust in government institutions. Several indicators to measure the quality of public services include: tangible, reliability, responsiveness, assurance and empathy. The aim of the research is to examine in depth the quality of public services which have an impact on community satisfaction through a qualitative approach. This research was conducted at BPJS Employment Mojokerto branch office, East Java Province, Indonesia. Research sampling used snowball sampling where existing subjects provided references to recruit the required samples. In this technique an individual subject provides information about only one other subject and then the chain continues with only one reference from one subject. This pattern is continued until the subjects available as samples are deemed to have met the requirements. The research subjects are customers who intensively use BPJS Employment services. The results of this research conclude that the quality of service at BPJS Employment, including the dimensions of tangible, reliability, responsiveness, assurance and empathy, its implementation is in line with the expectations of service users so that they feel satisfied with the services provided by BPJS Employment Mojokerto.