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INTERNATIONAL JOURNAL OF SOCIAL SERVICE
AND RESEARCH
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Sri Putri Ayuni Mulia, Cut Devi Maulidasari
Faculty of Economics, Teuku Umar University,
Aceh, Indonesia
Email: [email protected], [email protected]
Abstract
This study was
conducted to determine the effect of online claims on the satisfaction level of
BPJS Employment participants in the Meulaboh Branch.
The method used in this study is a quantitative research method. This research
uses primary data by distributing questionnaires and secondary data obtained
from research method books, journals, participant documents and related
literature. the distribution of questionnaires was carried out online to
participants of BPJS Employment Meulaboh Branch, the
population in this study were participants of BPJS Ketenagakerjaann
Meulaboh Branch who made claims online, the number of
respondents who were sampled in the study were 41 respondents. Data analysis
was carried out using Validity test, Reliability test, Simple Linear Regression
test and Hypothesis test using t test. Based on the results of research on the
Effect of Online Claims on the Satisfaction Level of BPJS Employment
Participants in the Meulaboh Branch, the results of a
simple regression analysis with the help of SPSS version 20.0 are known to have
R square of 0.710, the figure shows that the influence of the Online Claims
variable (X) on the Satisfaction Level (Y) is 71 % while the remaining 29% is
influenced by other factors. The results of the calculation of the hypothesis
using the t-test technique with the help of SPSS version 20.0, it is known that
the significant value of the Online Claims variable is 0.000 <0.5 and the
t-count value > t table (2.02439) which is 9.777, it can be concluded that
there is a significant influence between online claims on satisfaction level of
BPJS Employment participants in Meulaboh Branch.
Keywords: Online Claims, Participant Satisfaction Level
Received 15
September 2021, Revised 30 September 2021, Accepted 10 October 2021
INTRODUCTION
According to (Subandi & Fauzan, 2018)
resource is an ability in every human being which is determined by the power of
thought and physical power. Human resources are a very important element for
various activities carried out effectively and efficiently. Human resources as
consumers are individuals who use goods or services available in society (Rozarie & Indonesia, 2017).
Most consumers are end users of a product or service that is produced,
consumers use goods or services to meet their needs and desires in living life,
but each consumer has different satisfaction with an item or service.
According to (Haryanti, 2021)
consumer satisfaction is the main focus that is very concerned by all parties
at this time, both the government, business actors, and consumers. This has led
to the emergence of an understanding of the concept of customer satisfaction as
a strategy in winning a business competition. Consumer satisfaction is a result
of a comparison between the performance of a product or service and the
conformity of expectations desired by consumers after being felt or after a
purchase is made, if the product or service exceeds consumer expectations,
there will be a sense of satisfaction felt by consumers and vice versa. as
today, customer satisfaction is the most important factor to win the
competition.
According to (Kotler & Keller, 2007)
consumer satisfaction is a person's feeling of pleasure or disappointment that
arises after comparing the performance (results) of a product that is thought
of against the performance or (results of) a product that is thought of against
the expected performance (results). If performance is below expectations, the
customer is dissatisfied. If performance exceeds expectations, the customer is
satisfied. If the performance exceeds expectations, the customer is very
satisfied.
BPJS Employment is a type of
state institution that is included in the insurance industry. The purpose of
insurance itself is to shift the risk to another person or to an entity and its
job is to bear the loss of another person, due to loss or damage by getting a
premium. This protection is given to all Indonesian workers in both the formal
and informal sectors and foreigners who work in Indonesia for at least 6
months. The programs owned by BPJS Employment are; old age insurance, pension
insurance, work accident insurance, death insurance and job loss insurance (Suzanalisa, 2017).
The benefits of the program will be obtained by workers who are registered as
BPJS Employment participants.
BPJS Employment Office Meulaboh Branch is one of the branch offices of BPJS
Employment. BPJS Employment meulaboh branch has
existed since 1978 which is still in the form of astek
(labor insurance) then in 1992 changed its name to Jamsostek,
and finally in 2011 changed its name to BPJS Employment until now. As for the
employees who work at the Meulaboh branch of BPJS
Employment, there are 24 employees consisting of 4 fields, namely the service
sector, the membership sector, and the financial sector. The BPJS Employment
Office of the meulaboh branch works in charge of
eight regencies/cities in the western and southern regions of Aceh, starting
from the districts of Aceh Jaya, West Aceh, Nagan
Raya, Southwest Aceh (Abdya), South Aceh, Singkil, Simeulue and Subulussalam.
Due to the Covid-19
pandemic, the BPJS Employment Branch has been meulaboh
in carrying out its operations while still paying attention to the existing
health protocols. Such as implementing LAPAK ASIK (Service Without Physical
Contact). The implementation of LAPAK ASIK aims to reduce the spread of
Covid-19. By transferring the participants or prospective participants in
communicating with CS (Customer Service) using a PC (Personal Computer) or
Computer. What is meant by participant here is someone who has become a member
or registered himself at BPJS Employment while the prospective participant is
someone who is just about to register himself at BPJS Employment.
Online claims are an
innovation to check and claim BPJS employment online, participants do not need
to come and queue at branch offices, LAPAK ASIK services use an
electronic-based system. Participants can upload documents through the website
and take part in online interview sessions with customer service officers
(CSOs). Officers can serve 4-5 participants at the same time Making claims
online makes it easier for BPJS Employment participants because they do not
photocopy files and those will be given to BPJS Employment.
The presence of LAPAK ASIK
at BPJS Employment Meulaboh Branch also allows
participants to easily process claims online which can be done anywhere and
anytime without any time limit, but with the convenience obtained, of course
there will be an impact on participants such as participants who are ignorant,
the influence of a slow internet network and the use of LAPAK ASIK services of
course this can affect the level of satisfaction felt by participants. Therefore
the effect of online claims will be the main subject of the research conducted.
METHOD
The
method used in this research is causal associative research using a
quantitative approach. The research method is a quantitative approach, namely
the survey method. The quantitative approach is an approach that describes
problems based on data in the form of numbers, then analyzed further to draw
conclusions. Survey is a research method that uses a questionnaire as a data
collection instrument, the aim is to obtain information about a number of
respondents who are considered to represent a certain population (Kriyantono & Sos, 2014).
According
to (Sugiyono, 2019),
causal associative research is research that aims to determine the relationship
between two or more variables. With this research it will be possible to build
a theory that serves to explain, predict and control a symptom. In this study,
causal associative was used to identify the effect of lapak
asik (X) on the satisfaction level of BPJS Employment
participants in the Meulaboh Branch (Y).
The
data used in this study are primary data and secondary data. According to (Sugiyono,
2019)
primary data is a source that directly provides data to data collectors. For
example, data that is selected from respondents through the distribution and
filling of questionnaires or data from interviews of researchers with sources.
While secondary data is data obtained by reading or studying and understanding
this secondary data obtained from research method books, data for BPJS
Employment participants in the Meulaboh Branch,
journals and sources from related literature.
In
this study, the researcher used a sampling technique that was carried out with
the type of non no probability sampling, namely the saturated sampling method
(census) which is a sampling if all members of the population are sampled. the
population in this study were participants of BPJS Employment Meulaboh Branch who used LAPAK ASIK services, namely
participants who made claims online. The population used includes a population
of known numbers. Based on the data provided by BPJS Employment Meulaboh Branch for the 2021 period, there were 5,612
participants, but in this study, researchers only used 41 one participant as a
sample.
This
study uses a questionnaire or questionnaire with a score of 1-5. the questionnaires in this study were distributed online by
distributing the questionnaire link�
google form to participants using social media whatsapp,
the number of respondents obtained was 41 participants, these respondents were
used as samples by the researchers in this study.
The
analytical technique used by the researcher in this study is simple linear analysis
by using the regression equation (Y = a + 1X + e), Hypothesis Testing (t test),
and the Coefficient of Determination (R2) or R square. To test the validity and
reliability of a questionnaire and to process it, the data analysis technique
used in this study was using the SPSS version 20.0 program.
RESULTS
AND DISCUSSION
1. Validity
test results
The
calculation of the validity test in this study using the SPSS 20.0 program and
the results of the validity test for each variable are described in the following
table:
Table 1
Online claim
validity test results
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Variabel X
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r hitung
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r tabel
( α=5% )
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Keterangan
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Question
1
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0,861
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0,316
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Valid
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Question
2
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0,850
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0,316
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Valid
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Question
3
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0,921
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0,316
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Valid
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Question
4
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0,895
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0,316
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Valid
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Question
5
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0,852
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0,316
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Valid
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Question
6
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0,738
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0,316
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Valid
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Based on the
results of the validity test on the online claim variable (x) it shows that r count
for 6 questions is greater than r table at the 0.05 level (5%) which
is 0.316 so it can be concluded that all of the questions are valid.
Table 2
The results of the
validity test of the participants' satisfaction level
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Variabel Y
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r hitung
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r tabel
( α=5% )
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Keterangan
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Question 1
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0,862
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0,316
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Valid
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Question 2
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0,875
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0,316
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Valid
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Question 3
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0,946
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0,316
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Valid
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Question 4
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0,940
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0,316
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Valid
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While the validity test of the variable level of
participant satisfaction (Y) shows the result that r count for 4
questions is greater than r table at a significance level of 0.05
(5%) which is 0.316. So it can be concluded that all the questions are valid.
2. Reliability
test results
The results
of the reliability test in this study are shown in the following table.
Table 3
Reliability Test
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Variabel
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total items
question
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Score
Cronbach's
Alpha
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Score
critical
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description
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Claim online
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6
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0,925
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0.70
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Reliable
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Satisfaction
level
participant
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4
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0,927
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0,70
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Reliable
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Based on the reliability test on each variable, the
value of Cronbach's Alpha is greater than the critical value, which is 0.925,
and 0.927 is greater than 0.70. This means that all questions in the questionnaire
are declared reliable.
3. Simple
linear regression test results
Table 4
Simple Linear Regression Test Results
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Model Summaryb
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Model
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R
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R Square
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Adjusted R Square
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Std. Error of the Estimate
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Change Statistics
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Durbin-Watson
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R Square Change
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F Change
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df1
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df2
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Sig. F Change
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1
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,843a
|
,710
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,703
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2,613
|
,710
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95,583
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1
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39
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,000
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2,065
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Source: data obtained by SPSS version 20.0
a. Predictors:
(Constant), claimX
b. Dependent Variable: T.SatisfactionY
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Based on the
results of the data table 4, it is known that the percentage of the influence
of the independent variable on the value of the dependent variable, the
magnitude of the coefficient of determination R square is 0.710,
which means that the online claim variable affects the satisfaction level of
71% of participants while the rest there are other factors of 29% which are not
included in this study. And to find out the close relationship between the
online claims variable and the level of participant satisfaction, it can be
seen from the results of the R value of 0.843, this indicates that there is a
very strong relationship between online claims and participant satisfaction.
This means that online claims greatly affect participant satisfaction because
it can facilitate participants in the process of inputting data.
From the
results of the simple regression analysis table above, the following equation
can be obtained:
Y= α+β1X+e���������� (1)
Y=
0,792+0,602X���������� (2)
4. T
test results
To test the
hypothesis between the effect of online claims on the level of participant
satisfaction. Using the partial test, the partial test basically shows how far
the independent variables individually explain the variation of the dependent
variable. The t-test was used to test the significance of the effect of each
independent variable on the dependent variable.
Table 5
hypothesis results
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Coefficientsa
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Model
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Unstandardized Coefficients
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Standardized Coefficients
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t
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Sig.
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B
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Std. Error
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Beta
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1
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(Constant)
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,792
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1,033
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|
,766
|
,448
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Claim online ( X )
|
,602
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,062
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,843
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9,777
|
,000
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Source:
data obtained by spss version 20.0
a.
Dependent Variable:
T.SatisfactionY
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Based on the
t-test table above, the online claim variable has a positive and significant
effect on the satisfaction level of participants (Y) BPJS Employment Meulaboh Branch. It can be seen in the significant value of
online claims (X) 0.000 < 0.05. The value of t table = (α/2; n-1 = t(0.05/2;37 � 2 -1 = 2.02439) then the t-count value of the
online claim variable (X) is 9.777 t table (2.02439). So From the results of the
t-test It is stated that the hypothesis of the influence of online claims on
the satisfaction level of BPJS Employment participants in the Meulaboh Branch gets the results that Ho is rejected and Ha
is accepted, because t count is greater than t table, and
this study the online claim variable can be partially accepted and can be
accepted.
CONCLUSION
Based on the results of research on the effect of
online claims on the satisfaction level of participants, the results of a
simple regression analysis with the help of SPSS version 20.0, it is known that
the value of the R square is 0.710. The number states that the influence of the
online claim variable (X) on the satisfaction level (Y) is 71% while the rest
29% influenced by other factors.
the results of the calculation of the hypothesis
using the t test technique with the help of the SPSS version 20.0 application,
it is known that the significant value of the online claim variable is 0.000
<0.05 and the t value > t table (2.02439) which is
9.777, it can be concluded that there is a significant influence between online
claims on the satisfaction level of BPJS Employment participants in the Meulaboh Branch.
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