<![CDATA[Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan pengalaman peserta terhadap kepuasan peserta Pada BPJS Ketenagakerjaan Cabang Papua Mimika dan menganalisis pengaruh kualitas layanan dan pengalaman peserta terhadap loyalitas perusahaan Platinum, selanjutnya menganalisis pengaruh kualitas layanan dan pengalaman peserta terhadap loyalitas perusahaan Platinum melalui kepuasan peserta dan menganalisis pengaruh kepuasan peserta terhadap loyalitas perusahaan Platinum. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Data diperoleh melalui dokumentasi dan kuesioner yang disebar kepada 100 responden peserta BPJS Ketenagakerjaan Cabang Papua Mimika. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif dan signifikan kualitas layanan dan kepuasan peserta terhadap loyalitas perusahaan, demikian pula terdapat pengaruh positif dan signifikan kualitas layanan dan kepuasan peserta terhadap kepuasan peserta dan terdapat pengaruh positif dan signifikan kepuasan peserta terhadap loyalitas perusahaan serta terdapat pengaruh positif dan signifikan kualitas layanan dan kepuasan peserta terhadap loyalitas perusahaan melalui kepuasan peserta BPJS Ketenagakerjaan Cabang Papua Mimika. Dengan demikian kualitas layanan dan pengalaman memiliki keeratan hubungan terhadap kepuasan peserta dan nilai koefisien determinasi adjusted R square sebesar 93,1% yang artinya kualitas layanan dan pengalaman dipengaruhi oleh kepuasan peserta dan nilai koefisien determinasi adjusted R square sebesar 91,4% yang artinya kualitas layanan, pengalaman dan kepuasan peserta dipengaruhi oleh loyalitas perusahaan. This research aims to analyze the effect of service quality and participant experience on participant satisfaction at BPJS Ketenagakerjaan Branch of Papua Mimika and analyze the influence of service quality and participant experience on Platinum company loyalty, then analyze the influence of service quality and participant experience on Platinum company loyalty through participant satisfaction and analyze the influence of participant satisfaction on Platinum company loyalty. This research used a quantitative approach with survey methods. Data was obtained through documentation and questionnaires distributed to 100 respondents participating at BPJS Ketenagakerjaan Branch of Papua Mimika. The results of the research showed that there is a positive and significant influence of service quality and participant satisfaction on company loyalty, likewise there is a positive and significant influence of service quality and participant satisfaction on participant satisfaction and there is a positive and significant influence of participant satisfaction on company loyalty and there is a positive and significant influence service quality and participant satisfaction regarding company loyalty through participant satisfaction at BPJS Ketenagakerjaan Branch of Papua Mimika. Thus, service quality and experience have a close relationship with participant satisfaction and the adjusted R square coefficient of determination value is 93.1%, which means that the quality of service and experience is influenced by participant satisfaction and the adjusted R square coefficient of determination value is 91.4%, which means service quality. , participant experience and satisfaction are influenced by company loyalty.]]>
