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All Journal Journal of Applied Business and Technology
Anwar Hidayat
BPJS Ketenagakerjaan Pekanbaru Panam
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Service Quality on Consumer Satisfaction and Non-Wage Consumer Loyalty in BPJS Ketenagakerjaan Pekanbaru Panam Branch Anwar Hidayat; Teddy Chandra; Rizaldi Putra
Journal of Applied Business and Technology Vol. 3 No. 2 (2022): Journal of Applied Business and Technology
Publisher : Institut Bisnis dan Teknologi Pelita Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35145/jabt.v3i2.101

Abstract

This study aims to analyze the effect of service quality on consumer satisfaction and customer loyalty BPJS Ketenagakerjaan Pekanbaru Panam branch. This research is quantitative research by distributing questionnaires to respondents. The population in this study is the BPJS Ketenagakerjaan branch of Pekanbaru Panam Non-Wage Recipients. The number of samples is 153 respondents. The results of this study indicate that service quality has a positive and significant effect on consumer satisfaction, service quality has a negative and significant effect on consumer loyalty, customer satisfaction has a positive and significant effect on consumer loyalty, and service quality has a significant effect on consumer loyalty through customer satisfaction.
Co-Authors Rizaldi Putra Teddy Chandra