ANDI KRISTIAN (2017) STRATEGI CUSTOMER RELATIONSHIP MANAGEMENT DALAM MENCAPAI KEPUASAN PESERTA DI BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KANTOR CABANG UTAMA YOGYAKARTA TAHUN 2015. S1 thesis, Universitas Muhammadiyah Yogyakarta.

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Official URL: http://repository.umy.ac.id/handle/123456789/16020

Abstract

This research is a research that analyze about how the implementation of customer relationship management in government agencies Health Insurance Administration Board (BPJS) Main Branch of Yogyakarta in achieving participants satisfaction in 2015. The purpose of this research is to know how the implementation of customer relationship management in Health Insurance Administration Board (BPJS) Main Branch of Yogyakarta in the periode 2015 in achieving participants satisfaction as well as to find out what are the supporting factor and obstacles in its implementation. This research uses qualitative research methods, case study approach method and has a qualitative descriptive type. This research uses data collection technique by interview method to informant and document study company. To test the validity of data obtained from interviews and document studies, this study used data triangulation techniques. The results of this research show that the implementation of customer relationship management in Health Insurance Administration Board (BPJS) Main Branch of Yogyakarta has three concepts namely Strategic CRM, CRM Operational, and analytical CRM embedded in contact center program, morning briefing and customer visit accompanied by support activities such as service of excellence (excellent service) and complaint handling to improve service quality. However in a situation analysis plan / SWOT has not shown the right orientation so it will be difficult to achieve maximum performance in the program. Human resources owned Health Insurance Administration Board (BPJS) Main Branch of Yogyakarta in the sub-division of contact center management is still fairly minimal so this becomes a factor inhibiting service performance. Health Insurance Administration Board (BPJS) Main Branch of Yogyakarta also has not maximized in the measurement of its participants whereas the measurement of more specific satisfaction will result in more satisfactory results.

Dosen Pembimbing: UNSPECIFIED | UNSPECIFIED
Item Type: Thesis (S1)
Uncontrolled Keywords: CUSTOMER RELATIONSHIP MANAGEMENT; KEPUASAN PELANGGAN; BPJS
Divisions: Fakultas Ilmu Sosial dan Politik > S1 Ilmu Komunikasi
Depositing User: Unnamed user with email Admin Perpustakaan 4
Last Modified: 09 Oct 2025 02:49
URI: https://etd.umy.ac.id/id/eprint/57944

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