[Laporan Magang] - Proses Pelayanan Program Royalitas Pelanggan pada BPJS Kesehatan Cabang Kota Bekasi

Savitri, Elva (2026) [Laporan Magang] - Proses Pelayanan Program Royalitas Pelanggan pada BPJS Kesehatan Cabang Kota Bekasi. STIE Tri Bhakti, Bekasi.

	Text HALAMAN DEPAN.pdf Download (585kB)
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Abstract

Public service in the health sector plays an important role in improving commu-nity welfare; therefore, high-quality services oriented toward participant satis-faction are essential. BPJS Kesehatan, as the administrator of the National Health Insurance Program, continues to develop service innovations, one of which is the Customer Loyalty Program. This internship report aims to analyze the service process of the Customer Loyalty Program at BPJS Kesehatan Bekasi Branch Office, identify the obstacles encountered in its implementation, and ex-amine the efforts made to improve service effectiveness. The methods used in this internship were direct observation and documentation of membership service ac-tivities, particularly in the Membership Service Quality Unit. The results indicate that the service process of the Customer Loyalty Program is implemented system-atically through membership administration services, assistance in using the Mo-bile JKN digital application, and service quality control through GEMBA docu-mentation and service checksheets. The main challenges identified include lim-ited digital literacy among participants, technical system issues, and service con-gestion during peak hours. Overall, the implementation of the Customer Loyalty Program contributes to increasing participant satisfaction and loyalty toward BPJS Kesehatan.

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