<![CDATA[ABSTRACTThis study aims to determine the effect of service quality and corporate image on services satisfaction of BPJS Ketenagakerjaan Purwakarta. On service quality variables there are 7 indicators namely, closeness, clarity. courage, creativity, competency, commitment, and consistency; Company image variables are 4 indicators namely, personality, reputation, value, and corporate identity; Service satisfaction indicator variables are 5 indicators namely: Product quality, service quality, emotions, prices, and costs. Data were obtained through questionnaires distributed to 300 respondents taken through incidental sampling method. The results of this study reveal that service quality, company image and satisfaction servives is in the criteria of good, meaning all variabels can be well received by service user. There is a positive correlation between service quality and company image by 85,2%. There is a partial effect of service quality on service satisfaction significantly by 32,0%. There is a partial effect of the Company Image on service satisfaction significantly by 51.3%. Then there is the simultaneous effect of service quality and company image on the service satisfaction of BPJS Ketenagakerjaan positively and significantly by 83.5%. Keywords: service quality; corporate image; satisfaction serviceABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan dan citra perusahaan terhadap kepuasan layanan BPJS Ketenagakerjaan Purwakarta. Pada variabel kualitas layanan terdapat 7 indikator yaitu closeness, clarity. courage, creativity, competency, commitment, dan consistency; Variabel citra perusahaan terdapat 4 indikator yaitu personality, reputation, value, dan corporate identity; Variabel indikator kepuasan layanan terdapat 5 indikator yaitu kualitas produk, kualitas pelayanan, emosi, harga, dan biaya. Jenis penelitian ini adalah kuantitatif dengan menggunakan alat analisa jalur. Data diperoleh melalui penyebaran kuesioner kepada 300 orang responden yang diambil melalui metode incidental sampling Hasil penelitian ini mengungkapkan bahwa kualitas layanan, citra perusahaan dan kepuasan layanan pada BPJS Ketenagakerjaan Purwakarta berada pada kriteria setuju, artinya semua variabel dapat diterima dengan baik oleh pengguna layanan. Terdapat korelasi positif antara kualitas layanan dengan citra perusahaan sebesar 85,2%. Terdapat pengaruh partial kualitas layanan terhadap kepuasan layanan secara signifikan sebesar 32,0%. Terdapat pengaruh partial Citra Perusahaan terhadap kepuasan layanan secara signifikan sebesar 51,3%. Kemudian terdapat pengaruh simultan kualitas layanan dan citra perusahaan terhadap kepuasan layanan BPJS Ketenafakerjaan secara positif dan signifikan sebesar 83,5%.Kata Kunci: kualitas layanan; citra perusahaan; kepuasan layanan]]>
