<![CDATA[Permasalahan dalam penelitian ini adalah apakah kualitas produk dan customer relationhip management berpengaruh kepuasan peserta, serta apakah kualitas pelayanan memperkuat pengaruh kualitas produk dan customer relationship management terhadap kualitas peserta di BPJS Ketenagakerjaan Cabang Wajo. Untuk menjawab rumusan masalah maka tujuan penelitian ini adalah untuk menganalisis pengaruh kualitas produk dan customer relationship management terhadap kepuaan peserta, serta menganalisis kualitas layanan memoderasi pengaruh kualitas produk dan customer relationship management terhadap kepuasan peserta di BPJS Ketenagakerjaan Cabang Wajo. Penelitian ini menggunakan pendekatan kuantitatif, pengumpulan data melalui observasi dan kuesioner, dengan teknik analisis data menggunakan metode analisis regresi liniear berganda dan Moderated Regression Analysis (MRA) dengan SPSS Versi 23. Hasil penelitian diperoleh temuan bahwa kualitas produk dan customer relationship management berpengaruh siginifikan dan positif terhadap kepuasan peserta. Hasil uji moderasi diperoleh temuan bahwa kualitas layanan memoderasi dan memperkuat pengaruh kualitas produk dan customer relationship management terhadap kepuasan peserta pada BPJS Ketenagakerjaan Cabang Wajo. The problem in this study is whether product quality and customer relationship management affect participant satisfaction, and whether service quality strengthens the influence of product quality and customer relationship management on participant quality at BPJS Ketenagakerjaan Wajo Branch. To answer the formulation of the problem, the purpose of this study is to analyze the influence of product quality and customer relationship management on participant satisfaction, and to analyze service quality moderating the influence of product quality and customer relationship management on participant satisfaction at BPJS Ketenagakerjaan Wajo Branch. This study uses a quantitative approach, data collection through observation and questionnaires, with data analysis techniques using multiple linear regression analysis methods and Moderated Regression Analysis (MRA) with SPSS Version 23. The results of the study found that product quality and customer relationship management have a significant and positive effect on participant satisfaction. The results of the moderation test obtained findings that service quality moderates and strengthens the influence of product quality and customer relationship management on participant satisfaction at BPJS Ketenagakerjaan Wajo Branch.]]>
Copyrights © 2025
