SURVEI KEPUASAN PESERTA PT. JAMSOSTEK (PERSERO) … · Bagan Pembentukan Index PT. Jamsostek...
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RISET PEMASARAN
SURVEI KEPUASAN PESERTA
PT. JAMSOSTEK (PERSERO)
TAHUN 2013
Bagan Pembentukan Index PT. Jamsostek (Persero)
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
OVERALL INDEX
PT. Jamsostek (Persero)
JPK NON-JPK
Pengurus Ahli Waris Claimant Peserta JPK PPK 1 PPK 2
Index PT. Jamsostek (Persero) - Overall
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
OVERALL INDEX
Customer Satisfaction Index
2010 2011 2012 2013
83.3% 82.1% 83.6%87.1%
Customer Loyalty Index
2010 2011 2012 2013
79.3%85.6% 84.3%
N.A
Index PT. Jamsostek (Persero) – Berdasarkan Panel
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
OVERALL INDEX
Customer Satisfaction Index
2010 2011 2012 2013
Customer Loyalty Index
2010 2011 2012 2013
N.A N.A N.A
Non JPK JPK
79.3%82.5% 83.1%
88.7%85.5%83.3%
80.6% 81.5%
89.4%
83.3% 83.6% 85.7% 84.8%
Customer Satisfaction Index PT. Jamsostek (Persero) - Berdasarkan Panel
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
OVERALL INDEX
NON JPK JPK
83.8%
94.4%
88.0%
93.3%
82.9%
86.7%
80.4%
85.6%83.2%
71.3%
83.7%
89.3%
Ahli Waris Claimant Pengurus
2010 2011 2012 2013 2010 2011 2012 2013
Peserta PPK 1 PPK 2
83.5%85.7%
85.5% 88.0%
83.0%81.1%
88.8%88.0%
83.9%
79.3% 78.4%
Customer Loyalty Index PT. Jamsostek (Persero) – Berdasarkan Panel
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
OVERALL INDEX
NON JPK JPK
2010 2011 2012 2013 2010 2011 2012 2013
81.1%
76.8%
79.8%
77.5%
88.1%86.4%
Claimant Pengurus
N.A
88.2%
84.5%
93.3%
84.5%87.4%
87.5%
Peserta PPK 1 PPK 2
Index PT. Jamsostek (Persero) – Berdasarkan KANWIL
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
OVERALL INDEX
Customer Satisfaction Index Customer Loyalty Index
Sumbagut
Sumbariau
Sumbagsel
DKI Jakarta
Banten
Jawa Barat
Jateng & DIY
Jatimbanusra
Kalimantan
Sulawesi
Maluku Papua
90.5%
92.1%
91.6%
83.1%
82.3%
81.6%
82.4%
89.9%
90.7%
88.8%
88.2%
89.0%
83.2%
77.1%
85.6%
86.9%
84.9%
75.9%
93.0%
87.1%
84.0%
62.2%
Index PT. Jamsostek (Persero) – NON JPK Berdasarkan KANWIL
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
OVERALL INDEX
KANWIL 2011 &
2012 KANWIL 2013
2011 2012 2013 2011 2012 2013
Kanwil I Sumbagut
83.0% 80.0% 94.6%
87.0% 75.0% 90.5%
Sumbariau 93.2% 80.0%
Kanwil II Sumbagsel 76.0% 83.0% 86.9% 77.0% 79.0% 83.3%
Kanwil III DKI Jakarta 71.0% 73.0% 86.3% 84.0% 83.0% 83.0%
Kanwil IV Banten
83.0% 82.0% 85.2%
80.0% 89.0% 81.4%
Jawa Barat 84.8% 86.6%
Kanwil V Jateng & DIY 82.0% 84.0% 92.5% 79.0% 74.0% 75.0%
Kanwil VI Jatimbanusra 79.0% 81.0% 89.5% 77.0% 79.0% 88.7%
Kanwil VII Kalimantan 79.0% 81.0% 91.0% 76.0% 74.0% 84.6%
Kanwil VIII Sulawesi
89.0% 93.0% 90.5%
89.0% 82.0% 80.1%
Maluku Papua 94.1% 61.3%
Customer Satisfaction Index Customer Loyalty Index
Index PT. Jamsostek (Persero) – JPK Berdasarkan KANWIL
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
OVERALL INDEX
KANWIL 2012 KANWIL 2013
2012 2013 2012 2013
Kanwil I Sumbagut
83.3% 86.4%
88.6% 87.6%
Sumbariau 90.9% 86.5%
Kanwil II Sumbagsel 87.4% 96.4% 87.0% 70.9%
Kanwil III DKI Jakarta 82.7% 79.9% 91.3% 88.3%
Kanwil IV Banten
91.5% 79.3%
94.5% 92.3%
Jawa Barat 78.5% 83.2%
Kanwil V Jateng & DIY 83.0% 72.2% 89.2% 76.7%
Kanwil VI Jatimbanusra 86.6% 90.3% 86.8% 97.3%
Kanwil VII Kalimantan 81.1% 90.4% 85.4% 89.7%
Kanwil VIII Sulawesi
90.4% 87.1%
87.6% 87.8%
Maluku Papua 82.2% 63.1%
Customer Satisfaction Index Customer Loyalty Index
Customer Satisfaction Index PT. Jamsostek (Persero) – NON JPK Berdasarkan KANWIL
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
OVERALL INDEX
KANWIL 2012 KANWIL 2013 Claimant Pengurus Ahli Waris
2012 2013 2012 2013 2012 2013
Kanwil I Sumbagut
77.0% 99.1%
89.0% 90.0%
92.0% 94.7%
Sumbariau 84.0% 95.6% 100.0%
Kanwil II Sumbagsel 83.0% 81.0% 81.0% 98.3% 80.0% 81.3%
Kanwil III DKI Jakarta 71.0% 82.0% 80.0% 84.7% 72.0% 92.3%
Kanwil IV Banten
80.0% 79.6%
89.0% 84.4%
88.0% 91.7%
Jawa Barat 87.4% 90.0% 76.9%
Kanwil V Jateng & DIY 83.0% 90.7% 85.0% 86.7% 88.0% 100.0%
Kanwil VI Jatimbanusra 80.0% 87.1% 79.0% 85.3% 96.0% 96.0%
Kanwil VII Kalimantan 81.0% 88.2% 75.0% 90.9% 96.0% 93.8%
Kanwil VIII Sulawesi
89.0% 81.6%
91.0% 90.0%
92.0% 100.0%
Maluku Papua 87.2% 95.0% 100.0%
Customer Satisfaction Index PT. Jamsostek (Persero) – JPK Berdasarkan KANWIL
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
OVERALL INDEX
KANWIL 2012 KANWIL 2013 Peserta PPK 1 PPK 2
2012 2013 2012 2013 2012 2013
Kanwil I Sumbagut
84.6% 92.6%
83.2% 100.0%
84.6% 66.7%
Sumbariau 79.0% 93.8% 100.0%
Kanwil II Sumbagsel 87.4% 94.2% 86.5% 95.0% 90.9% 100.0%
Kanwil III DKI Jakarta 83.1% 91.0% 86.1% 80.0% 62.6% 68.8%
Kanwil IV Banten
90.8% 80.0%
97.6% 77.8%
87.5% 80.0%
Jawa Barat 91.3% 69.2% 75.0%
Kanwil V Jateng & DIY 82.9% 80.0% 88.4% 86.7% 62.5% 50.0%
Kanwil VI Jatimbanusra 85.5% 92.8% 92.5% 89.3% 90.9% 88.9%
Kanwil VII Kalimantan 80.6% 89.5% 86.0% 100.0% 71.5% 81.8%
Kanwil VIII Sulawesi
90.8% 84.7%
88.2% 93.3%
84.6% 83.3%
Maluku Papua 92.5% 87.5% 66.7%
Customer Loyalty Index PT. Jamsostek (Persero) – NON JPK Berdasarkan KANWIL
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
OVERALL INDEX
KANWIL 2012 KANWIL 2013 Claimant Pengurus
2012 2013 2012 2013
Kanwil I Sumbagut
72.0% 95.0%
87.0% 86.0%
Sumbariau 80.0% 80.0%
Kanwil II Sumbagsel 78.0% 74.8% 81.0% 91.7%
Kanwil III DKI Jakarta 82.0% 80.0% 87.0% 85.9%
Kanwil IV Banten
88.0% 76.1%
91.0% 86.7%
Jawa Barat 85.7% 87.5%
Kanwil V Jateng & DIY 68.0% 74.4% 96.0% 75.6%
Kanwil VI Jatimbanusra 75.0% 83.6% 93.0% 93.7%
Kanwil VII Kalimantan 73.0% 85.6% 77.0% 83.6%
Kanwil VIII Sulawesi
79.0% 72.2%
92.0% 88.0%
Maluku Papua 42.6% 80.0%
Customer Loyalty Index PT. Jamsostek (Persero) – JPK Berdasarkan KANWIL
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
OVERALL INDEX
KANWIL 2012 KANWIL 2013 Peserta PPK 1 PPK 2
2012 2013 2012 2013 2012 2013
Kanwil I Sumbagut
88.0% 91.6%
93.5% 93.3%
92.3% 77.8%
Sumbariau 78.1% 93.8% 87.5%
Kanwil II Sumbagsel 86.2% 75.0% 89.2% 60.0% 91.0% 77.8%
Kanwil III DKI Jakarta 90.6% 91.0% 95.4% 80.0% 93.8% 93.8%
Kanwil IV Banten
94.6% 82.5%
95.1% 94.4%
87.5% 100.0%
Jawa Barat 90.0% 84.6% 75.0%
Kanwil V Jateng & DIY 89.2% 81.8% 93.1% 73.3% 75.0% 75.0%
Kanwil VI Jatimbanusra 85.1% 95.4% 97.5% 96.4% 90.9% 100.0%
Kanwil VII Kalimantan 85.2% 78.1% 88.4% 100.0% 71.5% 90.9%
Kanwil VIII Sulawesi
87.1% 83.5%
94.2% 80.0%
84.6% 100.0%
Maluku Papua 60.0% 62.5% 66.7%
Customer Satisfaction Index Peserta JPK Terhadap PPK
OVERALL INDEX
PPK 1
2010 2011 2012 2013
PPK 2
2010 2011 2012 2013
83.2%89.5%
85.0%
70.2%
84.1% 86.5% 84.0%80.0%
-14.8% -4.0%
Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
Customer Satisfaction Index Peserta JPK Terhadap PPK - Berdasarkan KANWIL
OVERALL INDEX
KANWIL 2010 -
2012 KANWIL 2013
PPK 1 PPK 2
2010 2011 2012 2013 2010 2011 2012 2013
Kanwil I Sumbagut
81.9% 88.9% 73.7% 75.6%
82.8% 92.1% 73.9% 84.8%
Sumbariau 41.0% 53.1%
Kanwil II Sumbagsel 80.6% 89.0% 87.3% 73.2% 81.1% 91.0% 91.6% 87.5%
Kanwil III DKI Jakarta 85.4% 85.8% 85.1% 76.8% 87.3% 84.4% 81.3% 88.8%
Kanwil IV Banten
81.4% 96.1% 92.7% 53.3%
83.5% 81.4% 90.9% 68.1%
Jawa Barat 92.7% 90.9%
Kanwil V Jateng & DIY 83.0% 89.1% 86.8% 61.7% 85.5% 87.8% 76.8% 76.4%
Kanwil VI Jatimbanusra 79.9% 89.7% 89.3% 77.1% 81.2% 78.1% 92.0% 82.9%
Kanwil VII Kalimantan 89.7% 89.7% 78.5% 75.0% 88.4% 91.9% 75.3% 84.5%
Kanwil VIII Sulawesi
83.5% 91.2% 88.7% 84.0%
83.2% 85.7% 83.2% 81.0%
Maluku Papua 66.7% 74.3%
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Catatan : Index : Top Three Boxes dari Skala likert 1 sampai 7
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