Kepuasan Pelanggan Internal terhadap Kompensasi Finansial
Studi Kasus Layanan Klaim Asuransi Kesehatan
DOI:
https://doi.org/10.56910/gemilang.v5i3.2536Keywords:
Internal-Customer Satisfaction, Health-Insurance Claims, Indirect-Financial Compensation, SERVQUAL, Service DigitalizationAbstract
This study aims to analyze internal customer satisfaction with health insurance claim services as part of indirect financial compensation in a national electricity provider organization. Using a descriptive qualitative approach, data were collected through interviews, observations, and document analysis. The findings indicate that the claim process remains manual and faces several administrative challenges, including incomplete physical documentation, lack of transparency, and limited digital infrastructure. SERVQUAL analysis reveals that the five service quality dimensions—tangibles, reliability, responsiveness, assurance, and empathy—have not been optimally fulfilled, resulting in internal customer dissatisfaction. This dissatisfaction affects employee motivation, perceptions of organizational justice, and operational effectiveness. Therefore, service reform through process digitalization, enhanced proactive communication, and the development of a responsive and inclusive support system.
References
Agustin, R. P., Suparwo, A., Yuliyana, W., Sunarsi, D., & Nurjaya, N. (2021). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan serta dampaknya pada word of mouth jasa pengurusan nenkin di CV Speed Nenkin. JIIP: Jurnal Ilmiah Ilmu Pendidikan, 4(3), 186–190.
Alhidayatullah, A. (2023). Digitalisasi layanan dan fasilitas perpustakaan dalam mempengaruhi kepuasan pemustaka pada Perpustakaan Daerah Kota Sukabumi. Jurnal Inspirasi Ilmu Manajemen, 2(1), 35–44.
Amelia, A. A. (2024). Analisis kepuasan pengguna atas layanan telemedicine kesehatan melalui aplikasi Halodoc. Economics and Digital Business Review, 5(2), 879–886.
Astuti, A. P., & Suhenda, A. (2024). Kepuasan pelanggan internal terhadap kualitas pelayanan unit rekam medis RSU X. J-REMI: Jurnal Rekam Medik dan Informasi Kesehatan, 5(3), 194–200.
Berry, L. L. (1981). The employee as customer. Journal of Retail Banking, 3(1), 33–40.
Danish, & Qaiser, R. (2010). Impact of reward and recognition on job satisfaction and motivation: An empirical study from Pakistan. International Journal of Business and Management, 5(2), 159–167.
Duarte, A. P., & Silva, V. H. (2023). Satisfaction with internal communication and hospitality employees’ turnover intention: Exploring the mediating role of organizational support and job satisfaction. Administrative Sciences, 13(10), 216.
Febiola, F. A., & Samanhudi, D. (2022). Analisis kepuasan pelanggan terhadap layanan aplikasi Halodoc dengan menggunakan metode SERVQUAL. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 6(2), 588–599.
Fina Khoy Rona, F. (2023). Analisis pengaruh kualitas layanan aplikasi mobile JKN terhadap kepuasan pengguna di BPJS Kesehatan Kabupaten Sukoharjo (Doctoral dissertation, Universitas Kusuma Husada Surakarta).
Ichsan, R. N., & Karim, A. (2021). Kualitas pelayanan terhadap kepuasan nasabah PT. Jasa Raharja Medan. Jurnal Penelitian Pendidikan Sosial Humaniora, 6(1), 54–57.
Khairunnisa, K. (2021). Peran kompensasi finansial dan kompensasi non finansial dalam meningkatkan produktivitas kerja pegawai negeri sipil pada Dinas Sosial Kota Banjarmasin. Jurnal Ekonomi STIEP, 6(1), 32–36.
Milkovich, G. T., Newman, J. M., & Gerhart, B. (2014). Compensation. McGraw-Hill.
Mondy, R. W., & Martocchio, J. J. (2016). Human resource management (14th ed.). Pearson Education.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Rivai, V., & Sagala, E. J. (2011). Manajemen sumber daya manusia untuk perusahaan (Jilid 2, Cet. ke-4). Rajagrafindo Persada.
Wibisono, A., & Syahril, S. (2016). Pengaruh kualitas jasa pelayanan terhadap kepuasan pelanggan. Performance: Jurnal Bisnis & Akuntansi, 6(2), 32–47.
Widyatmoko, W., & Wibowo, D. A. (2020). Peran kualitas kerja dan pelayanan karyawan terhadap kepuasan pelanggan CV. Pare Center Kediri. Jurnal Inovasi Penelitian, 1(7), 1505–1512.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 GEMILANG: Jurnal Manajemen dan Akuntansi
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
