[Laporan Magang] - Prosedur Pengajuan Klaim Pensiun Pertama, Enrollment dan Autentikasi pada PT. TASPEN (Persero) Kantor Cabang Bekasi

Syifa, Zuhriyatul (2026) [Laporan Magang] - Prosedur Pengajuan Klaim Pensiun Pertama, Enrollment dan Autentikasi pada PT. TASPEN (Persero) Kantor Cabang Bekasi. STIE Tri Bhakti, Bekasi.

	Text HALAMAN DEPAN.pdf Download (1MB)
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Abstract

This Internship Report discusses the service procedures at PT Taspen (Persero) Bekasi Branch Office, particularly in the Information Service division. The internship was conducted for approximately two months from March to April 2026. The purpose of this report is to describe the procedures for the first pension claim submission process as well as enrollment and authentication on the Andal by Taspen application, analyze their implementation using the POAC management function (Planning, Organizing, Actuating, Controlling), and assess service quality using the SERVQUAL approach consisting of five dimensions namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The observations indicate that the service procedures have generally been carried out in accordance with the established flow. However, several obstacles were found in the field, including digital sistem instability, suboptimal work equipment conditions, and limited digital literacy among pension participants that affected service smoothness. In terms of service quality, the Empathy and Assurance dimensions are the main strengths of the service, while the Reliability and Tangibles dimensions still require more attention for improvement.

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