Kepuasan Pelanggan Internal terhadap Kompensasi Finansial: Studi Kasus Layanan Klaim Asuransi Kesehatan

Fadia Ellisza ; Dewi Khrisna Sawitri
GEMILANG: Jurnal Manajemen dan Akuntansi 📅 2025 Vol 5, No 3 🔗 DOI: 10.56910/gemilang.v5i3.2536
Abstract
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.
Keywords
Internal-Customer Satisfaction; Health-Insurance Claims; Indirect-Financial Compensation; SERVQUAL; Service Digitalization
How to Cite

Fadia Ellisza & Dewi Khrisna Sawitri (2025). Kepuasan Pelanggan Internal terhadap Kompensasi Finansial: Studi Kasus Layanan Klaim Asuransi Kesehatan. GEMILANG: Jurnal Manajemen dan Akuntansi, 5(3). https://doi.org/10.56910/gemilang.v5i3.2536

Fadia Ellisza; Dewi Khrisna Sawitri, "Kepuasan Pelanggan Internal terhadap Kompensasi Finansial: Studi Kasus Layanan Klaim Asuransi Kesehatan," GEMILANG: Jurnal Manajemen dan Akuntansi, vol. 5, no. 3, 2025.

Fadia Ellisza; Dewi Khrisna Sawitri. "Kepuasan Pelanggan Internal terhadap Kompensasi Finansial: Studi Kasus Layanan Klaim Asuransi Kesehatan." GEMILANG: Jurnal Manajemen dan Akuntansi, vol. 5, no. 3, 2025.

Fadia Ellisza; Dewi Khrisna Sawitri. "Kepuasan Pelanggan Internal terhadap Kompensasi Finansial: Studi Kasus Layanan Klaim Asuransi Kesehatan." GEMILANG: Jurnal Manajemen dan Akuntansi 5, no. 3 (2025).

Fadia Ellisza & Dewi Khrisna Sawitri (2025) 'Kepuasan Pelanggan Internal terhadap Kompensasi Finansial: Studi Kasus Layanan Klaim Asuransi Kesehatan', GEMILANG: Jurnal Manajemen dan Akuntansi, 5(3). doi: 10.56910/gemilang.v5i3.2536.

Fadia Ellisza; Dewi Khrisna Sawitri. Kepuasan Pelanggan Internal terhadap Kompensasi Finansial: Studi Kasus Layanan Klaim Asuransi Kesehatan. GEMILANG: Jurnal Manajemen dan Akuntansi. 2025;5(3).

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