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All Journal BIOTROPIA - The Southeast Asian Journal of Tropical Biology Jurnal Kreatif Tadulako Online Jurnal Jatiswara Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) Agroswagati : Jurnal Agronomi Wiga : Jurnal Penelitian Ilmu Ekonomi Jurnal Ilmu Manajemen Advantage Assets : Jurnal Ilmiah Ilmu Akuntansi, Keuangan dan Pajak Journal of Management and Administration Provision Innovative: Journal Of Social Science Research Indo-Fintech Intellectuals: Journal of Economics and Business SCIENTIA JOURNAL : Jurnal Ilmiah Mahasiswa
Kasno Kasno
Sekolah Tinggi Ilmu Ekonomi Widya Gama Lumajang
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Journal : Journal of Management and Administration Provision

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The Influence of Service Quality on BPJS Employment Participant Satisfaction and Trust Muin, Sri Adrianti; Yusri, Yusri; Imran , Besse Imrayani; Kasno, Kasno
Journal of Management and Administration Provision Vol. 5 No. 3 (2025): Journal of Management and Administration Provision
Publisher : Pusat Studi Pembangunan dan Pemberdayaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55885/jmap.v5i3.674

Abstract

This paper examines how service quality affects satisfaction and trust among its participants of BPJS Employment which is the employment insurance agency of the state in Indonesia. Based on SERVQUAL approach, the study decomposes service quality into its five central dimensions, which include; service tangibles, service reliability, service responsiveness, service assurance, and service empathy, and determines their ability to predict satisfaction among the participants. An explanatory quantitative study with a structured questionnaire given to 370 sampled participants was used in the study; the samples had been stratified randomly. Using regression and mediation tests, it can be found that each dimension of service quality has a significant impact on satisfaction and, among them, empathy (beta= 0.242) and responsiveness (beta= 0.226) are the most notable ones. Trust is also majorly affected by satisfaction (beta = 0.456) and the ability of satisfaction as mediator between service quality and trust is confirmed using a Sobel test (z = 5.75, p < 0.001). The results are convincing of the essential roles of emotionally intelligent and participant-service in administration in social welfare institutions whose interpersonal treatment can be more vital than structural efficiency in establishment institutional legitimacy. In addition to verifying existing theories, the present research will provide theoretical progress in the literature on management as it shows the role of satisfaction as the strategic mediator of the process of building trust, not just as the evaluative final state.
Co-Authors Abdur Rouf, Abdur Amran Jaenudin Anggara, Dian Christopher Aswanti Setyawati Awwaliyah, Intan Cahyaningati, Retno Chrisdianto Eko Purnomo, Chrisdianto Daldiyono Hardjodisatro, Daldiyono Darmono Dwi Hendro Wibowo, Gatot Eddy Sudijanto, Eddy Faqih , Achmad Farmaditya EF Mundhofir, Farmaditya EF HANDAYANI, HERI S. heni heni Hery D Purnomo, Hery D Hesti Budiwati Imam Sonny, Imam Imran , Besse Imrayani Istifadah Istifadah, Istifadah Moh. Hudi Setyobakti Pantolosang, Claudia Yael PUTRJ, ASMARINA S.R. R Djokomoeljanto1, R S. DHARMAPUTRA, OKKY Setyobakti, Hudi Sri Adrianti Muin Sudirman Abbas, Ahmad Sultana MH Faradz Sunjaya Sunjaya Susanti, Alifi Tria Syaifullah Syaifullah Wiyono, Muhammad Wimbo Yusri Yusri Zaenal Abidin