THE EFFECT OF PERCEIVED VALUE AND SERVICE QUALITY ON CUSTOMER SATISFACTION PROGRAM JAMINAN HARI TUA (JHT) AT BPJS KETENAGAKERJAAN PALEMBANG BRANCH OFFICE (Case Study on Penerima Upah Category Participants)
Verdika Agnesia Riefriani, Zakaria Wahab, Marlina Widiyanti, Muchsin Saggaff Shihab

SRIWIJAYA UNIVERSITY

Abstract

BPJS Ketenagakerjaan is a public legal entity that reports directly to the President of Republic Indonesia that provides protection for workers to overcome certain socio-economic risks due to employment relations through 4 employment social security programs including Jaminan Kecelakaan Kerja (JKK), Jaminan Hari Tua (JHT), Jaminan Kematian (JK) and Jaminan Pensiun (JP). This study aims to determine whether perceived value and service quality affect the customer satisfaction Jaminan Hari Tua (JHT) at the BPJS Ketenagakerjaan Palembang branch office. The data used in this study are primary data by distributing questionnaires to all participants of Penerima Upah (PU) in 2019 as many as 237,581 participants. The number of samples used was 100 respondents. The analysis technique used is multiple linear regression analysis that was previously tested for validity and reliability. The results obtained are perceived value and service quality have a positive and significant effect on customer satisfaction Jaminan Hari Tua program (JHT) at the BPJS Ketenagakerjaan Palembang branch office. This research is expected to be a reference to choose which variables are better used in future studies. For companies to be able to propose to the government about increasing the benefits of the BPJS Ketenagakerjaan programs and trying to innovate for better marketing and service strategies.

Keywords: Perception Value, Service Quality, Customer Satisfaction, BPJS Ketenagakerjaan

Topic: Marketing

Link: https://ifory.id/abstract-plain/AhFPa4kJ2rQ6

Web Format | Corresponding Author (verdika agnesia riefriani)