cover
Contact Name
Mochammad Fahlevi
Contact Email
admin@privietlab.org
Phone
+6281211598747
Journal Mail Official
admin@privietlab.org
Editorial Address
Menara Prima Lantai 29 Jl. DR. Ide Anak Agung Gde Agung, RT.5/RW.2, Kuningan, Kuningan Tim., Kecamatan Setiabudi, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta 12950
Location
Unknown,
Unknown
INDONESIA
Priviet Social Sciences Journal
Published by PRIVIETLAB
ISSN : 2798866X     EISSN : 27986314     DOI : 10.55942/pssj
PSSJ: Priviet Social Sciences Journal is an open access, monthly peer-reviewed international journal published by PRIVIETLAB. It provides an avenue to academicians, researchers, managers and others to publish their research work that contributes to the knowledge and theory of Social Sciences. PSSJ is published twelve a year. Publisher of Open Access Journals & Books designed to make it easy for worldwide researchers to discover leading-edge scientific research. Working closely with the global scientific community has been at the heart of our book and journal publishing activity. With a portfolio including journals, books, conference proceedings, we focus on Social Sciences and many more. PRIVIETLAB also publishes on behalf of other scientific organizations and represents their needs and those of their members. With worldwide impact, we support researchers, librarians and societies in their endeavours. PRIVIETLAB is an international center for supporting distinguished researchers, teachers, scholars and students who are researching various areas of Business, Science, and Technology. PRIVIETLAB wishes to provide good chances for academic and industry professionals to discuss recent progress in various areas of Business, Science, and Technology. PRIVIETLAB organizes many international conferences, symposia and workshops every year, and provides sponsor or technical support to researchers who wish to organize their own conferences and workshops.
Articles 1 Documents
Search results for , issue "Vol. 2 No. 9 (2022): September 2022" : 1 Documents clear
The Effect of Service Quality and Product Quality on Customer Satisfaction and Its Impact on Participant Loyalty in BPJS Ketenagakerjaan Parlianita Parlianita
Priviet Social Sciences Journal Vol. 2 No. 9 (2022): September 2022
Publisher : Privietlab

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55942/pssj.v2i9.1775

Abstract

Implementation of the Social Security program is based on the Labor Law but BPJS Ketenagakerjaan continued to have a competitor that is national or foreign private insurance. In order to continue to grow and be able to protect all workers then BPJS Ketenagakerjaan must compensate and make various efforts and strategies include improving service quality, improve product quality so that the satisfaction of the participants remain loyal and choose BPJS Ketenagakerjaan as a solution to the transfer of risk faced by employers and workers. Formulation of the problem in this research is the extent to which the influence of Service Quality and Product Quality on Customer Satisfaction and Loyalty Impacts for Participants in BPJS Ketenagakerjaan. The aim of this study was to determine and analyze the influence of Service Quality and Product Quality and its Impact on Satisfaction to Loyalty Participants BPJS Ketenagakerjaan. The theory used is the theory that analyzes the dimensions of service quality services, and the factors that affect the quality of service or service as well as the theory of product quality and product dimensions, the theory of customer satisfaction that measures customer satisfaction and factors that influence satisfaction according to Kotler. This research approach is supported by a case study with a survey. This type of research is deskreptif and quantitative research, the nature of research just to get a picture of a situation and problems and interpret. The population in this study were 12.5 million workers, with a sample size of 100 respondents. Data were collected through questionnaires and documentation study . Hypothesis testing using multiple linear regression analysis, F test and t test to determine the effect of independent variables on the dependent variable on rate of 95 % ( α = 0.05). The results showed that the quality of service and product quality directly affect customer satisfaction and an impact on customer loyalty . The most dominant variable affecting satisfaction is the quality of service that is equal to 50.2 % and variable product quality that is equal to 32.2 % . The variable quality of the products also directly affects customer loyalty significant value amounted to 22.4 % , while the variable quality of service does not affect the loyalty due to the significant value of only 5.3% . The coefficient of determination ( R ² ) showed independent variables studied were able to explain 48.5 % overall at loyalty variable , while the remaining 51.5 % is explained by other independent variables that are not included in this study .

Page 1 of 1 | Total Record : 1


Filter by Year

2022 2022


Filter By Issues
All Issue Vol. 6 No. 5 (2026): May 2026 Vol. 6 No. 4 (2026): April 2026 Vol. 6 No. 3 (2026): March 2026 Vol. 6 No. 2 (2026): February 2026 Vol. 6 No. 1 (2026): January 2026 Vol. 5 No. 12 (2025): December 2025 Vol. 5 No. 11 (2025): November 2025 Vol. 5 No. 10 (2025): October 2025 Vol. 5 No. 9 (2025): September 2025 Vol. 5 No. 8 (2025): August 2025 Vol. 5 No. 7 (2025): July 2025 Vol. 5 No. 6 (2025): June 2025 Vol. 5 No. 5 (2025): May 2025 Vol. 5 No. 4 (2025): April 2025 Vol. 5 No. 3 (2025): March 2025 Vol. 5 No. 2 (2025): February 2025 Vol. 5 No. 1 (2025): January 2025 Vol. 4 No. 12 (2024): December 2024 Vol. 4 No. 11 (2024): November 2024 Vol. 4 No. 10 (2024): October 2024 Vol. 4 No. 9 (2024): September 2024 Vol. 4 No. 8 (2024): August 2024 Vol. 4 No. 7 (2024): July 2024 Vol. 4 No. 6 (2024): June 2024 Vol. 4 No. 5 (2024): May 2024 Vol. 4 No. 4 (2024): April 2024 Vol. 4 No. 3 (2024): March 2024 Vol. 4 No. 2 (2024): February 2024 Vol. 4 No. 1 (2024): January 2024 Vol. 3 No. 12 (2023): December 2023 Vol. 3 No. 11 (2023): November 2023 Vol. 3 No. 10 (2023): October 2023 Vol. 3 No. 9 (2023): September 2023 Vol. 3 No. 8 (2023): August 2023 Vol. 3 No. 7 (2023): July 2023 Vol. 3 No. 6 (2023): June 2023 Vol. 3 No. 5 (2023): May 2023 Vol. 3 No. 4 (2023): April 2023 Vol. 3 No. 3 (2023): March 2023 Vol. 3 No. 2 (2023): February 2023 Vol. 3 No. 1 (2023): January 2023 Vol. 2 No. 12 (2022): December 2022 Vol. 2 No. 11 (2022): November 2022 Vol. 2 No. 10 (2022): October 2022 Vol. 2 No. 9 (2022): September 2022 Vol. 2 No. 8 (2022): August 2022 Vol. 2 No. 7 (2022): July 2022 Vol. 2 No. 6 (2022): June 2022 Vol. 2 No. 5 (2022): May 2022 Vol. 2 No. 4 (2022): April 2022 Vol. 2 No. 4 (2022): December 2022 Vol. 2 No. 3 (2022): November 2022 Vol. 2 No. 3 (2022): March 2022 Vol. 2 No. 2 (2022): September 2022 Vol. 2 No. 2 (2022): February 2022 Vol. 2 No. 1 (2022): January Vol. 1 No. 6 (2021): December Vol. 1 No. 5 (2021): November Vol. 1 No. 4 (2021): October Vol. 1 No. 3 (2021): September Vol. 1 No. 2 (2021): August Vol. 1 No. 1 (2021): July More Issue