Service Time Improvement Proposition For Insurance Customer Operation At Bpjs Kesehatan West Bandung Office: A Discrete Event Simulation Approach

BPJS Kesehatan is one of the public legal entities in Indonesia and provides services to public, which administration process service provision face-to-face information directly nearest office. The Customer Satisfaction Index an assessment whether provided by are accordance with participants' expectations. To create excellent for participants, refers 5 dimensions quality, namely Tangibility, Empathy, Responsiveness, Reliability, Assurance. One problems faced West Bandung Office every day waiting time long queues. This problem was even listed on as dissatisfaction points. find out what causes queues interviews, observations conditions field needed. can be searched a structured manner using Fishbone Analysis. help solutions these problems, we use Discrete Event Simulation Anylogic application analyze existing alternative solve issue. As result, propose several operational scenarios define best scenario that applied increase CSI reduce participant complaints about times