Research Paper
Year: 2022 | Month: August | Volume: 9 | Issue: 8 | Pages: 543-559
DOI: https://doi.org/10.52403/ijrr.20220844
The Effect of Electronic Service Quality and Perceived Value on Customer Loyalty Through Customer Satisfaction as a Mediating Variable for Participants in BPJamsostek Medan City Branch
Romi Aji Setiawan1, Endang Sulistya Rini1, Amlys Syahputra Silalahi1
11Master of Management Science Study Program Faculty of Economics and Business Universitas Sumatera Utara
Corresponding Author: Romi Aji Setiawan
ABSTRACT
There are two types of BPJamsostek participation: Non-Wage Recipient Participants (PBPU) and Wage Recipient Participants (PPU). The participation turnover of non-wage recipient participants at BPJamsostek Medan City is higher than that of wage recipient participants. Meanwhile, BPJamsostek focuses on the participation of non-wage recipient participants because they do not have a forum that addresses their needs, in contrast to wage recipient participants. There are indications that the cause of the high participation rate of non-wage recipient participants is due to the lack of services received by participants, especially since BPJamsostek is implementing electronic services. This study aims to see how Electronic Service Quality (E-Servqual) and perceived value influence customer loyalty through customer satisfaction as a mediation variable for participants in BPJamsostek Medan City Branch. The research method is descriptive-quantitative with a path analysis approach to answering the research hypothesis. The study's results indicate that perceived value affects customer loyalty either directly or indirectly through customer satisfaction as a moderating variable. Meanwhile, e-service does not affect customer loyalty directly or indirectly through customer satisfaction as a moderating variable.
Keywords: E-ServQual, Perceived Value, Customer Satisfaction, Customer Loyalty
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