Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Jurnal Ekonomi Manajemen Sistem Informasi
Desi Oktarina
Sekolah Tinggi Ilmu Ekonomi KBP, Padang, Indonesia
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The Mediating Role of Satisfaction in the Impact of Complaint Handling and Service Quality on Loyalty of Independent BPJS Health Participants Desi Oktarina; Renil Septiano; Laynita Sari; Marwan Marwan; Lusiana Lusiana
Jurnal Ekonomi Manajemen Sistem Informasi Vol. 6 No. 5 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Mei - Juni 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jemsi.v6i5.4990

Abstract

This study aims to examine the influence of complaint handling and service quality on the loyalty of independent BPJS Health participants, with participant satisfaction acting as a mediating variable. A quantitative approach was employed using the SEM-PLS method, involving 251 respondents in Sijunjung Regency. The findings reveal that both complaint handling and service quality positively affect participant satisfaction. However, complaint handling has a negative impact on loyalty, indicating that negative experiences continue to influence participants even after their complaints are addressed. Meanwhile, satisfaction significantly mediates the relationship between service quality and participant loyalty.
Co-Authors Lusiana Marwan Marwan Sari, Laynita Septiano, Renil