OPTIMALISASI PELAYANAN PESERTA AKTIF DAN PENSIUNAN APARATUR SIPIL NEGARA (ASN) MELALUI PEMANFAATAN TASPEN CARE (STUDI PADA PT DANA TABUNGAN DAN ASURANSI PEGAWAI NEGERI CABANG MALANG)

This final project explores the satisfaction of active and retired participants regarding Taspen Care features managed through a website by PT Dana Tabungan dan Asuransi Pegawai Negeri (Taspen). The study delves into the significance of adapting service to technological advancements, particularly in the context of providing information, services, and handling complaints. It acknowledges that not all active and retired participants are aware of or have access to Taspen Care. The research examines the impact of Taspen Care's problem-solving processes on customer satisfaction since its inception in 2019. Satisfaction analysis is conducted using questionnaires, employing both primary and secondary data. The findings reveal that Taspen Care menus, such as mobile service, require better attention. While the settlement procedures implemented by operators are satisfactory, the number of complaints and inquiries has decreased annually. The overall satisfaction level with Taspen Care is high, with 56% of respondents expressing satisfaction and 20% indicating high satisfaction, based on a sample of 50 respondents.