Analisis Kualitas Pelayanan Pemberian Santunan Bagi Korban Kecelakaan Lalu Lintas Jalan Raya pada Kantor PT. Jasa Raharja (Persero) Gunungsitoli

Abstract

PT. Jasa Raharja (Persero) is one of the companies engaged in social insurance services. The decline in the quality of PT. Jasa Raharja's services so far, due to Raharja's service that is still not optimal is related to coordination with the police because of the requirements for processing social security claims that require police reports in the event of an accident. The second is socialization to the community that is not optimal because many people do not know the process of obtaining social security so that sometimes the community thinks it is still complicated by Jasa Raharja. This study aims to analyze the Quality of Service Providing Compensation for Road Traffic Accident Victims at the Gunungsitoli PT. Jasa Raharja (Persero) Office. The type of this research is descriptive with a qualitative approach, with research service chief Jasa Raharja Gunungsitoli, Jasa Raharja Public Relations Gunungsitoli, Public Relations at Nias Resort Police and Community / victims / heirs of victims of traffic accidents. In this study, data analysis techniques were carried out, namely descriptive quality method. The results of this study indicate that the quality of traffic accident insurance services at PT. Jasa Raharja Persero, Gunungsitoli City, which is seen from 6 (dimensions), namely Transparency, Accountability, Conditional, participation, equality of rights, and Balance of Rights and Obligations, has generally proceeded with both in accordance with the provisions and standards of existing services. Of the six dimensions, there is only one dimension that is assessed to be still not good, namely the similarity of rights and obligations. This can be seen from the services provided by PT Jasa Raharja Persero prioritizing major accidents compared to those affected by individual accidents.