Effects of Mediation on Participants’ Satisfaction in Predicting the Influence of Service Quality and Trust on the Loyalty of Insurance Service Users on Not Receiving Wage Workers Participants


Authors : R. Rachmad Nugra and Mudji Sabar

Volume/Issue : Volume 4 - 2019, Issue 7 - July

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://bit.ly/2GDtnEl

This study aims to examine the influence of service quality and trust level towards the loyalty mediated by the satisfaction of Not Receiving Wage Workers/Bukan Penerima Upah (BPU) in BPJS Ketenagakerjaan branch offices. The variables tested comprise service quality and trust level as an independent variable, loyalty as dependent variable and satisfaction as mediator between independent variable (IV) and dependent variable (DV). This study employs sample of 395 respondents who are all BPU participants, with the total population of 30,612 participants. Data processing in this study employs SPSS, which is then analyzed using path analysis to observe the direct and indirect influence (through mediation variable). From that measurement it is revealed that service quality, trust and satisfaction provides direct significant influence on participants’ loyalty, as well as indirect influence.

Keywords : Service Quality, Trust Level, Loyalty, Satisfaction, BPU.

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