Authors :
Adhitya Fiesta; Putri Triyandini
Volume/Issue :
Volume 6 - 2021, Issue 7 - July
Google Scholar :
http://bitly.ws/9nMw
Scribd :
https://bit.ly/3AkQUmV
Abstract :
The purpose of this research was to study how
the influence of Service Quality variables (responsiveness,
reliability, tangible, assurance and empathy) on customer
satisfaction at BPJS Ketenagakerjaan with the
implementation of teleconference-based One to Many
services. The One to Many service has been implemented
since the COVID 19 outbreak by using a teleconference
mechanism as a substitute for in-person interviews. The
type of research conducted is explanative causal
(Explanatory research) to explain some of the effects of
variables or relationships. The object of this research is all
customers of BPJS Ketenagakerjaan (Social Security
Agency for Employment) Bekasi Cikarang with sample X
using accidental sampling. The analysis technique used in
this study uses Structural Equation Modeling (SEM) with
the Lisrel program. The results of this study found that
service quality with dimensions Tangible (X1), Reliability
(X2), Responsiveness (X3), Assurance (X4), and Empathy
(X5) was able to explain and have a positive influence on
BPJS Ketenagakerjaan (Y) customer satisfaction partially
and simultaneously where Empathy (X5) is proven to
have a dominant effect on BPJS Ketenagakerjaan
customer satisfaction.
Keywords :
Service Quality, Satisfaction, Tangible, Reliability, Responsiveness, Assurance, Emphaty
The purpose of this research was to study how
the influence of Service Quality variables (responsiveness,
reliability, tangible, assurance and empathy) on customer
satisfaction at BPJS Ketenagakerjaan with the
implementation of teleconference-based One to Many
services. The One to Many service has been implemented
since the COVID 19 outbreak by using a teleconference
mechanism as a substitute for in-person interviews. The
type of research conducted is explanative causal
(Explanatory research) to explain some of the effects of
variables or relationships. The object of this research is all
customers of BPJS Ketenagakerjaan (Social Security
Agency for Employment) Bekasi Cikarang with sample X
using accidental sampling. The analysis technique used in
this study uses Structural Equation Modeling (SEM) with
the Lisrel program. The results of this study found that
service quality with dimensions Tangible (X1), Reliability
(X2), Responsiveness (X3), Assurance (X4), and Empathy
(X5) was able to explain and have a positive influence on
BPJS Ketenagakerjaan (Y) customer satisfaction partially
and simultaneously where Empathy (X5) is proven to
have a dominant effect on BPJS Ketenagakerjaan
customer satisfaction.
Keywords :
Service Quality, Satisfaction, Tangible, Reliability, Responsiveness, Assurance, Emphaty
