Determinant of Service Value and Its Implication on Public Trust: A Study on The Social Security Agent Member
Siti Mufattahah(a*), Ina Primina(b), Sucherly(b), Wa Ode Zusnita Muizu(b)
a*) Program Doktor Ilmu Manajemen Universitas Padjadjaran. Bandung. Indonesia.
b) Universitas Padjadjaran. Bandung. Indonesia
Abstract
The purpose of this study is to find out, analyze, and examine the effect of service operations and service delivery, both simultaneously and partially on the value of health insurance services in West Java , the effect of service operations and service delivery both simultaneously and partially on the trust of service users Health Insurance Services in West Java, Influence of service value on trust of service users through the value of Health Insurance Services in West Java, and Effect of service operations and service delivery on service users trust, through the value of Health Insurance services in West Java. The method used in this study is a literature study, which is to find relevant references to cases or problems found. The results of the study show that service operations and service delivery, both simultaneously and partially influence the value of health insurance services in West Java, service operations and service delivery, both simultaneously and partially affect the trust worthiness of health insurance service users in West Java, The value of services influences the trust of service users through the value of health insurance services in West Java, and service operations and service delivery affect the trust of service users through the value of health insurance services in West Java.
Keywords: service operations, service delivery, service value, customer trust
Topic: Marketing Management