The Influence of Service Quality Towards Customer Satisfaction (Study Case of BPJS Kesehatan in Bekasi Office)

In this globalization era, organization, including goverment organization, have to consider about their service quality. Customers is one of important parts for business and keep customers satisfied can be a point to the result of fulfilling and delight their expectations and exceed them. The objective of this research is to examine the influence of service quality towards customer satisfaction at BPJS Kesehatan Bekasi Office. BPJS Kesehatan Bekasi Office is a goverment health facility. Researchers used quantitative approach and collected data from 115 respondents by distributing structured questionnaire. Based on the analysis of the data using multiple linear regression, it can be concluded that all variables simultaniously influence customer satisfaction.Tangible, rensponsiveness, assurance and empaty have significant influence toward customer satisfaction but in this research, reliability has no significant influence toward customer satisfaction. The independent variables gives 91% of influence toward customer satisfaction.