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All Journal Lajagoe Journal of Management and Business
Syurya, Rahmini
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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THE ROLE OF CUSTOMER SATISFACTION IN MEDIATING THE INFLUENCE OF SERVICE QUALITY ON PARTICIPANT LOYALTY (CASE STUDY AT THE SIDRAP BRANCH OF THE EMPLOYMENT SOCIAL SECURITY ADMINISTRATOR AGENCY) Syurya, Rahmini; Semmaila, Baharuddin; Ramlawati, Ramlawati
Jurnal Manajemen Dan Bisnis Vol 4 No 1 (2026): Hal
Publisher : Universitas Ichsan Sidenreng Rappang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61912/lajumen.v4i1.176

Abstract

This study aims to analyze the effect of service quality on customer satisfaction. To analyze the effect of service quality on participant loyalty. To analyze the effect of customer satisfaction on participant loyalty. To analyze the effect of customer satisfaction on the mediation of service quality on participant loyalty at the Sidrap Branch of BPJS Ketenagakerjaan. Data collection techniques used were questionnaires using path analysis. The results show that service quality has a positive and significant effect on customer satisfaction. Service quality has a positive and significant effect on participant loyalty at the Sidrap Branch of BPJS Ketenagakerjaan. Customer satisfaction has a positive and significant effect on participant loyalty at the Sidrap Branch of BPJS Ketenagakerjaan. Customer satisfaction can mediate the effect of service quality on participant loyalty at the Sidrap Branch of BPJS Ketenagakerjaan.
Co-Authors Baharuddin Semmaila Ramlawati Ramlawati