Journal of Applied Business and Technology
Vol. 3 No. 2 (2022): Journal of Applied Business and Technology

Service Quality on Consumer Satisfaction and Non-Wage Consumer Loyalty in BPJS Ketenagakerjaan Pekanbaru Panam Branch

Anwar Hidayat (BPJS Ketenagakerjaan Pekanbaru Panam)
Teddy Chandra (Institut Bisnis dan Teknologi Pelita Indonesia)
Rizaldi Putra (Institut Bisnis dan Teknologi Pelita Indonesia)

Article Info

Publish Date
27 May 2022

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.

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Journal Info
Journal of Applied Business and Technology
Website

Abbrev

JABT

Publisher

INSTITUT BISNIS DAN TEKNOLOGI PELITA INDONESIA

Subject

Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

JABT (Journal of Applied Business and Technology) is a media for exploration and discussion about Business Management and Technological problems arised in the society. It includes scientific articles in the form of research results, theory application, analytical studies, and literature studies on ...