Service Quality as a Business Strategy: Service Quality Implementation Strategy as an Effort to Increase Customer Satisfaction by Implementing One to Many Teleconference-based Services BPJS Ketenagakerjaan (Social Security Agency for Employment)

Authors : Adhitya Fiesta; Putri Triyandini

Volume/Issue : Volume 6 - 2021, Issue 7 - July

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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


Paper Submission Last Date
31 - October - 2023

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