Pengaruh Kualitas Pelayanan terhadap Kepuasan Peserta serta Dampaknya pada Loyalitas Peserta BPJS Ketenagakerjaan Cabang Medan Utara

Abstract

As a company engaged in the field of social security for workers, BPJS Ketenagakerjaan implements professionalism in providing services to all participants. Professional services are the most important requirement for organizations in order to reach and retain their customers. In this case, the customers of BPJS Ketenagakerjaa is their participant, that is all workers in Indonesia. Although it is a mandatory for all workers, in reality the level of participation is still relatively low where the data from 2016 - 2018 shows that the Unregistered Labor is above 60% of the total workforce in Indonesia. The study was conducted by Path Analysis, consisting of 5 independent variables (Reliability, Assurance, Tangibles, Empathy, and Responsiveness), 1 dependent variable (Participant Loyalty) and 1 intermediate variable (Participant Satisfaction). The results showed that the direct effect of Service Quality had a positive and significant effect on the Participants Satisfaction in BPJS Ketenagakerjaan, Medan Utara Branch. Likewise with the indirect effect, showing that Participant Loyalty through Service Quality as an intermediate variable had positive and significant influence on Satisfaction Participants in BPJS Ketenagakerjaan, Medan Utara Branch. Among 5 (five) independent variables, Reliability, Tangibles, Empathy and Responsiveness variables have a positive and significant effect on Participant Loyalty through Participant Satisfaction as an intermediate variable. While the Assurance variable does not have a positive and significant effect on Participant Loyalty through Participant Satisfaction as an intermediate variable.