Article Per Year (5 Year)
p-Index From 2020 - 2025
0.751
P-Index
This Author published in this journals
All Journal Jurnal Penelitian Sains Jurnal Ekonomi Manajemen Sistem Informasi Best Journal (Biology Education, Sains and Technology) Jurnal Pengabdian Masyarakat: Humanity and Medicine
Oktarina, Desi
Unknown Affiliation
Agriculture, Biological Sciences & Forestry Biochemistry, Genetics & Molecular Biology Chemistry Dentistry Economics, Econometrics & Finance Education Health Professions Immunology & microbiology Mathematics Medicine & Pharmacology Nursing Physics Public Health

Published : 4 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search
Journal : Jurnal Ekonomi Manajemen Sistem Informasi

 1 
The Mediating Role of Satisfaction in the Impact of Complaint Handling and Service Quality on Loyalty of Independent BPJS Health Participants Oktarina, Desi; Septiano, Renil; Sari, Laynita; 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 Afifah, Salwa Nur Gita Dwi Prasasty Jayawarsa, A.A. Ketut Lusiana Lusiana Marwan Marwan Phey Liana Sari, Laynita Septiano, Renil Sulistiani Sulistiani, Sulistiani