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Martin Sihombing
Universitas Andalas
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Languange, Linguistic, Communication & Media Social Sciences

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ANALISIS SERVICE QUALITY DAN CUSTOMER PERCEIVED VALUE TERHADAP CUSTOMER SATISFACTION MELALUI CUSTOMER TRUST SEBAGAI VARIABEL MEDIASI Martin Sihombing; Dessy Kurnia Sari; Donard Games
Journal Publicuho Vol. 6 No. 4 (2023): November - January - Journal Publicuho
Publisher : Halu Oleo University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35817/publicuho.v6i4.270

Abstract

This research aims to see the influence of service quality and customer perceived value on customer satisfaction through customer trust as a mediating variable at BPJS Employment Padang Branch Office. The population is all BPJS Employment Padang Branch Office participants. The sample criteria is that they have submitted a guarantee claim within the last 6 months. The number of samples in the study was 160 respondents. Hypothesis testing uses one-tailed statistical analysis, the hypothesis is accepted if the t-statistic value is > 1.65 and the significance value is < 0.05. The research results show that service quality and customer perceived value have a significant positive effect on customer trust, and service quality and customer trust have a significant positive effect on customer satisfaction. Meanwhile, customer-perceived value does not affect customer satisfaction. Indirectly, service quality and customer perceived value influence customer satisfaction with customer trust as the mediation.
Co-Authors Donard Games Sari, Dessy Kurnia