Service Quality on Consumer Satisfaction and Non-Wage Consumer Loyalty in BPJS Ketenagakerjaan Pekanbaru Panam Branch
Keywords:
Service Quality, Customer Satisfaction, Customer Loyalty
Abstract
This study aims to analyze the effect of service quality on consumer satisfaction and customer loyalty BPJS Ketenagakerjaan Pekanbaru Panam branch. This research is quantitative research by distributing questionnaires to respondents. The population in this study is the BPJS Ketenagakerjaan branch of Pekanbaru Panam Non-Wage Recipients. The number of samples is 153 respondents. The results of this study indicate that service quality has a positive and significant effect on consumer satisfaction, service quality has a negative and significant effect on consumer loyalty, customer satisfaction has a positive and significant effect on consumer loyalty, and service quality has a significant effect on consumer loyalty through customer satisfaction.
References
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Ansorimal, Panjaitan, H. P., & Chandra, T. (2022). The Influence of the Work Creation Law Draft on Abnormal Return and Trading Volume Activity in LQ45 Share. Journal of Applied Business and Technology, 3(1), 17–25.
Arif, I., Komardi, D., & Putra, R. (2021). Brand Image, Educational Cost, and Facility on Student Satisfaction and Loyalty at STIE Pelita Indonesia. Journal of Applied Business and Technology, 2(2), 118–133.
Bakhroini, Junaedi, A. T., & Putra, R. (2022). Motivation, Work Culture, Commitment, and Leadership Style on Job Satisfaction and Employee Performance in Pekerjaan Umum dan Penataan Ruang (PUPR) Services in Kampar District. Journal of Applied Business and Technology, 3(1), 86–101.
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Damayanti, C. (2015). Pengaruh Kualitas Produk, Brand Image terhadap Loyalitas dengan Kepuasan sebagai Variabel Intervening. Management Analysis Journal, 4(3), 236–251. https://doi.org/10.15294/maj.v4i3.8875
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Deng, Z., Lu, Y., Wei, K. K., & Zang, J. (2010). Understanding Customer Satisfaction and Loyalty: An Empirical Study of Mobile Instant Messages in China. International Journal of Information Management, 30(4), 289–300.
Dewi, Hajadi, F., Handranata, Y. W., & Herlina, M. G. (2021). The effect of service quality and customer satisfaction toward customer loyalty in service industry. Uncertain Supply Chain Management, 9(3), 631–636. https://doi.org/10.5267/j.uscm.2021.5.007
Dewi, R. K., Kumadji, S., & Mawardi, M. K. (2015). Pengaruh Experiential Marketing Terhadap Kepuasan Pelanggan Dan Dampaknya Pada Loyalitas Pelanggan (Survei Pada Pelanggan Tempat Wisata Jawa Timur Park 1 Kota Wisata Batu). Jurnal Administrasi Bisnis, 28(1), 1–6.
Diputra, I. G. A. W., & Yasa, N. N. (2021). The influence of product quality, brand image, brand trust on customer satisfaction and loyalty. American International Journal of Business Management (AIJBM), 4(1), 25–34.
Dwi, S. A., & Muhsin. (2019). Pengaruh Kompetensi, komitmen Kinerja, dan Kualitas Pelayanan Terhadap Kepuasan Masyarakat. Economic Education Analysis Journal, 3(1), 1249–1259. https://doi.org/10.15294/eeaj.v8i3.34954
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50(xxxx), 1–11. https://doi.org/10.1016/j.jretconser.2018.07.007
Gazali, D., Panjaitan, H. P., & Chandra, T. (2022). Competence, Motivation, and Organizational Commitment on Job Satisfaction and Employee Performance at Bank Sinarmas Pekanbaru Riau Branch. Journal of Applied Business and Technology, 3(1), 26–39.
Ghozali, I. (2011). Aplikasi Analisis Multivariate Dengan Program SPSS. Badan Peneliti Universitas Diponegoro.
Hafni, L., Renaldo, N., Chandra, T., & Thaief, I. (2020). The Use of Regression Models with Supply Chain Management to Increase Financial Satisfaction of Generation Z. International Journal of Supply Chain Management, 9(5), 1641–1650.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis. (7th ed.). Pearson Education Limited. https://doi.org/10.2307/2007941
Hameed, F. (2013). The Effect of Advertising Spending on Brand Loyalty Mediated by Store Image, Perceived Quality and Customer Satisfaction: A Case of Hypermarkets. Asian Journal of Business Management, 5(1), 181–192. https://doi.org/10.19026/ajbm.5.5827
Hardiansyah. (2018). Kualitas Pelayanan Publik: Konsep, DImensi, Indikator dan Impelmetasinya (Revisi). Gava Media.
Ibrahim, M., & Thawil, S. M. (2019). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(1), 175–182. https://doi.org/10.36226/jrmb.v4i1.251
Jacksen, Chandra, T., & Putra, R. (2021). Service Quality and Brand Image on Customer Satisfaction and Customer Loyalty at Pesonna Hotel Pekanbaru. Journal of Applied Business and Technology, 2(2), 142–153.
Kaur, D., Mustika, M. D., & Sjabadhyni, B. (2018). Affect or cognition: which is more influencing older adult consumers’ loyalty? Heliyon, 4(e00610), 1–15. https://doi.org/10.1016/j.heliyon.2018.e00610
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran (D. oleh B. Sabran (ed.); 13th ed.). Erlangga.
Leninkumar, V. (2017). The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450–465. https://doi.org/10.6007/ijarbss/v7-i4/2821
Lubis, A., Dalimunthe, R., Absah, Y., & Fawzeea, B. K. (2021). The Effect of Corporate Communication and Service Quality on Customer Loyalty and Satisfaction in Sharia Banking. Journal of Asian Finance, Economics and Business, 8(3), 1267–1274. https://doi.org/10.13106/jafeb.2021.vol8.no3.1267
Lupiyoadi. (2001). Manajemen Pemasaran Jasa. Salemba Empat.
Marliza, Y., Nyoto, & Sudarno. (2022). Leadership Style, Motivation, and Communication on Organizational Commitment and Employee Performance in the Rokan Hulu Regional General Hospital. Journal of Applied Business and Technology, 3(1), 40–55.
Nyoto, Renaldo, N., Karuppannan, G., Bhuiyan, A. B., & Kumarasamy, M. M. (2021). The Determinance of the Financial Behavior among Graduate Students in Indonesia. Australian Finance & Banking Review, 5(1), 29–42. https://doi.org/https://doi.org/10.46281/afbr.v5i1.1009
Putro, S. W., Semuel, H., Karina, R., & Brahmana. (2014). Pengaruh Kualitas Layanan Dan Kualitas Produk Terhadap Kepuasan Pelanggan Dan Loyalitas Konsumen Restoran Happy Garden Surabaya. Jurnal Manajemen Pemasaran, 2(1), 1–9. http://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/1404
Ramadona, A., Putra, R., & Komardi, D. (2021). Commitment, Motivation, Leadership and Work Culture on Job Saisfaction and Teacher Performance at SMK Multi Mekanik Masmur Pekanbaru. Journal of Applied Business and Technology, 2(2), 169–182.
Renaldo, N., Andi, Nur, N. M., Junaedi, A. T., & Panjaitan, H. P. (2021). Determinants of Firm Value for Wholesale Sub-sector Companies in 2016-2019 with Behavioral Accounting Approach. Journal of Applied Business and Technology, 2(1), 1–12.
Renaldo, N., Sudarno, Hutahuruk, M. B., Junaedi, A. T., Andi, & Suhardjo. (2021). The Effect of Entrepreneurship Characteristics, Business Capital, and Technological Sophistication on MSME Performance. Journal of Applied Business and Technology, 2(2), 109–117.
Saputra, R. Ben, & Alwie, A. P. (2015). Pengaruh Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Pada Pt . Bank Riau Kepri Cabang Siak. JURNAL TEPAK MANAJEMEN BISNIS, VII(2), 285–294.
Sari, Y., Sudarno, Nyoto, & Suyono. (2022). Improving Employee Satisfaction and Performance through Motivation, Organizational Culture, and Employee Competency in Pekanbaru City Health Office. Journal of Applied Business and Technology, 3(1), 1–16.
Selnes, F. (1993). An Examination of the Effect of Product Performanceon Brand Reputation, Satisfaction and Loyalty. European Journal of Marketing, 27(9), 19–35.
Setiawan, Y., Junaedi, A. T., & Chandra, T. (2021). Increasing Effect of Employee Work Ethics and Training on Employee Performance and Service Quality at PT XL Axiata Riau. Journal of Applied Business and Technology, 2(3), 194–205.
Shin, N., Park, S., & Kim, H. (2021). Consumer satisfaction – based social commerce service quality management. Business Research Quarterly, 24(1), 34–52. https://doi.org/10.1177/2340944420916098
Singh, B. (2021). Predicting airline passengers’ loyalty using artificial neural network theory. Journal of Air Transport Management, 94(April), 102080. https://doi.org/10.1016/j.jairtraman.2021.102080
Siswadhi, F. (2016). Analisa Pengaruh Kualitas Pelayanan Dan Kinerja Karyawan Badan Pertanahan Nasional Kabupaten Kerinci Terhadap Kepuasan Masyarakat. Jurnal Benefita, 1(3), 177. https://doi.org/10.22216/jbe.v1i3.720
Sukmawaty, D., Sudarno, & Putra, R. (2021). Work Motivation, Discipline, and Work Culture in Work Satisfaction and Teacher Performance at State Junior High School, Sukajadi District. Journal of Applied Business and Technology, 2(3), 251–260.
Suyono, Suhardjo, Renaldo, N., Sudarno, & Sari, S. F. (2021). Faktor-faktor yang mempengaruhi Corporate Social Responsibility dan Nilai Perusahaan. Procuratio: Jurnal Ilmiah Manajemen, 9(1), 88–100.
Tee, D. K., Preko, A., & Tee, E. (2018). Understanding The Relationships between Service Quality, Customer Satisfaction and Loyalty: An Investigation of Ghana’s Retail Banking Sector. British Journal of Marketing Studies (BJMS), 6(2), 1–19.
Tjiptono, F., & Chandra, G. (2016). Service, Quality & satisfaction (4th ed.). Andi.
Wang, Y., Zhang, Z., Zhu, M., & Wang, H. (2020). The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China. Sage Open, 1–10. https://doi.org/10.1177/2158244019898803
Yuniarti, V. S. (2015). Perilaku Konsumen Teori dan Praktik. Pustaka Setia.
Andalusi, R. (2018). Pengaruh Kualitas Pelayanan, Harga dan Kualitas Produk Terhadap Kepuasan Pelanggan Instrumen Penunjang Laboratorium (Studi kasus Pada PT Laborindo Sarana Jakarta). Jurnal Madani, 1(2), 305–322.
Ansorimal, Panjaitan, H. P., & Chandra, T. (2022). The Influence of the Work Creation Law Draft on Abnormal Return and Trading Volume Activity in LQ45 Share. Journal of Applied Business and Technology, 3(1), 17–25.
Arif, I., Komardi, D., & Putra, R. (2021). Brand Image, Educational Cost, and Facility on Student Satisfaction and Loyalty at STIE Pelita Indonesia. Journal of Applied Business and Technology, 2(2), 118–133.
Bakhroini, Junaedi, A. T., & Putra, R. (2022). Motivation, Work Culture, Commitment, and Leadership Style on Job Satisfaction and Employee Performance in Pekerjaan Umum dan Penataan Ruang (PUPR) Services in Kampar District. Journal of Applied Business and Technology, 3(1), 86–101.
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Damayanti, C. (2015). Pengaruh Kualitas Produk, Brand Image terhadap Loyalitas dengan Kepuasan sebagai Variabel Intervening. Management Analysis Journal, 4(3), 236–251. https://doi.org/10.15294/maj.v4i3.8875
Dataindonesia.id. (2022). Jumlah Peserta BPJS Ketenagakerjaan Meningkat pada 2021. https://dataindonesia.id/bursa-keuangan/detail/jumlah-peserta-bpjs-ketenagakerjaan-meningkat-pada-2021
Deng, Z., Lu, Y., Wei, K. K., & Zang, J. (2010). Understanding Customer Satisfaction and Loyalty: An Empirical Study of Mobile Instant Messages in China. International Journal of Information Management, 30(4), 289–300.
Dewi, Hajadi, F., Handranata, Y. W., & Herlina, M. G. (2021). The effect of service quality and customer satisfaction toward customer loyalty in service industry. Uncertain Supply Chain Management, 9(3), 631–636. https://doi.org/10.5267/j.uscm.2021.5.007
Dewi, R. K., Kumadji, S., & Mawardi, M. K. (2015). Pengaruh Experiential Marketing Terhadap Kepuasan Pelanggan Dan Dampaknya Pada Loyalitas Pelanggan (Survei Pada Pelanggan Tempat Wisata Jawa Timur Park 1 Kota Wisata Batu). Jurnal Administrasi Bisnis, 28(1), 1–6.
Diputra, I. G. A. W., & Yasa, N. N. (2021). The influence of product quality, brand image, brand trust on customer satisfaction and loyalty. American International Journal of Business Management (AIJBM), 4(1), 25–34.
Dwi, S. A., & Muhsin. (2019). Pengaruh Kompetensi, komitmen Kinerja, dan Kualitas Pelayanan Terhadap Kepuasan Masyarakat. Economic Education Analysis Journal, 3(1), 1249–1259. https://doi.org/10.15294/eeaj.v8i3.34954
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50(xxxx), 1–11. https://doi.org/10.1016/j.jretconser.2018.07.007
Gazali, D., Panjaitan, H. P., & Chandra, T. (2022). Competence, Motivation, and Organizational Commitment on Job Satisfaction and Employee Performance at Bank Sinarmas Pekanbaru Riau Branch. Journal of Applied Business and Technology, 3(1), 26–39.
Ghozali, I. (2011). Aplikasi Analisis Multivariate Dengan Program SPSS. Badan Peneliti Universitas Diponegoro.
Hafni, L., Renaldo, N., Chandra, T., & Thaief, I. (2020). The Use of Regression Models with Supply Chain Management to Increase Financial Satisfaction of Generation Z. International Journal of Supply Chain Management, 9(5), 1641–1650.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis. (7th ed.). Pearson Education Limited. https://doi.org/10.2307/2007941
Hameed, F. (2013). The Effect of Advertising Spending on Brand Loyalty Mediated by Store Image, Perceived Quality and Customer Satisfaction: A Case of Hypermarkets. Asian Journal of Business Management, 5(1), 181–192. https://doi.org/10.19026/ajbm.5.5827
Hardiansyah. (2018). Kualitas Pelayanan Publik: Konsep, DImensi, Indikator dan Impelmetasinya (Revisi). Gava Media.
Ibrahim, M., & Thawil, S. M. (2019). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(1), 175–182. https://doi.org/10.36226/jrmb.v4i1.251
Jacksen, Chandra, T., & Putra, R. (2021). Service Quality and Brand Image on Customer Satisfaction and Customer Loyalty at Pesonna Hotel Pekanbaru. Journal of Applied Business and Technology, 2(2), 142–153.
Kaur, D., Mustika, M. D., & Sjabadhyni, B. (2018). Affect or cognition: which is more influencing older adult consumers’ loyalty? Heliyon, 4(e00610), 1–15. https://doi.org/10.1016/j.heliyon.2018.e00610
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran (D. oleh B. Sabran (ed.); 13th ed.). Erlangga.
Leninkumar, V. (2017). The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450–465. https://doi.org/10.6007/ijarbss/v7-i4/2821
Lubis, A., Dalimunthe, R., Absah, Y., & Fawzeea, B. K. (2021). The Effect of Corporate Communication and Service Quality on Customer Loyalty and Satisfaction in Sharia Banking. Journal of Asian Finance, Economics and Business, 8(3), 1267–1274. https://doi.org/10.13106/jafeb.2021.vol8.no3.1267
Lupiyoadi. (2001). Manajemen Pemasaran Jasa. Salemba Empat.
Marliza, Y., Nyoto, & Sudarno. (2022). Leadership Style, Motivation, and Communication on Organizational Commitment and Employee Performance in the Rokan Hulu Regional General Hospital. Journal of Applied Business and Technology, 3(1), 40–55.
Nyoto, Renaldo, N., Karuppannan, G., Bhuiyan, A. B., & Kumarasamy, M. M. (2021). The Determinance of the Financial Behavior among Graduate Students in Indonesia. Australian Finance & Banking Review, 5(1), 29–42. https://doi.org/https://doi.org/10.46281/afbr.v5i1.1009
Putro, S. W., Semuel, H., Karina, R., & Brahmana. (2014). Pengaruh Kualitas Layanan Dan Kualitas Produk Terhadap Kepuasan Pelanggan Dan Loyalitas Konsumen Restoran Happy Garden Surabaya. Jurnal Manajemen Pemasaran, 2(1), 1–9. http://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/1404
Ramadona, A., Putra, R., & Komardi, D. (2021). Commitment, Motivation, Leadership and Work Culture on Job Saisfaction and Teacher Performance at SMK Multi Mekanik Masmur Pekanbaru. Journal of Applied Business and Technology, 2(2), 169–182.
Renaldo, N., Andi, Nur, N. M., Junaedi, A. T., & Panjaitan, H. P. (2021). Determinants of Firm Value for Wholesale Sub-sector Companies in 2016-2019 with Behavioral Accounting Approach. Journal of Applied Business and Technology, 2(1), 1–12.
Renaldo, N., Sudarno, Hutahuruk, M. B., Junaedi, A. T., Andi, & Suhardjo. (2021). The Effect of Entrepreneurship Characteristics, Business Capital, and Technological Sophistication on MSME Performance. Journal of Applied Business and Technology, 2(2), 109–117.
Saputra, R. Ben, & Alwie, A. P. (2015). Pengaruh Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Pada Pt . Bank Riau Kepri Cabang Siak. JURNAL TEPAK MANAJEMEN BISNIS, VII(2), 285–294.
Sari, Y., Sudarno, Nyoto, & Suyono. (2022). Improving Employee Satisfaction and Performance through Motivation, Organizational Culture, and Employee Competency in Pekanbaru City Health Office. Journal of Applied Business and Technology, 3(1), 1–16.
Selnes, F. (1993). An Examination of the Effect of Product Performanceon Brand Reputation, Satisfaction and Loyalty. European Journal of Marketing, 27(9), 19–35.
Setiawan, Y., Junaedi, A. T., & Chandra, T. (2021). Increasing Effect of Employee Work Ethics and Training on Employee Performance and Service Quality at PT XL Axiata Riau. Journal of Applied Business and Technology, 2(3), 194–205.
Shin, N., Park, S., & Kim, H. (2021). Consumer satisfaction – based social commerce service quality management. Business Research Quarterly, 24(1), 34–52. https://doi.org/10.1177/2340944420916098
Singh, B. (2021). Predicting airline passengers’ loyalty using artificial neural network theory. Journal of Air Transport Management, 94(April), 102080. https://doi.org/10.1016/j.jairtraman.2021.102080
Siswadhi, F. (2016). Analisa Pengaruh Kualitas Pelayanan Dan Kinerja Karyawan Badan Pertanahan Nasional Kabupaten Kerinci Terhadap Kepuasan Masyarakat. Jurnal Benefita, 1(3), 177. https://doi.org/10.22216/jbe.v1i3.720
Sukmawaty, D., Sudarno, & Putra, R. (2021). Work Motivation, Discipline, and Work Culture in Work Satisfaction and Teacher Performance at State Junior High School, Sukajadi District. Journal of Applied Business and Technology, 2(3), 251–260.
Suyono, Suhardjo, Renaldo, N., Sudarno, & Sari, S. F. (2021). Faktor-faktor yang mempengaruhi Corporate Social Responsibility dan Nilai Perusahaan. Procuratio: Jurnal Ilmiah Manajemen, 9(1), 88–100.
Tee, D. K., Preko, A., & Tee, E. (2018). Understanding The Relationships between Service Quality, Customer Satisfaction and Loyalty: An Investigation of Ghana’s Retail Banking Sector. British Journal of Marketing Studies (BJMS), 6(2), 1–19.
Tjiptono, F., & Chandra, G. (2016). Service, Quality & satisfaction (4th ed.). Andi.
Wang, Y., Zhang, Z., Zhu, M., & Wang, H. (2020). The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China. Sage Open, 1–10. https://doi.org/10.1177/2158244019898803
Yuniarti, V. S. (2015). Perilaku Konsumen Teori dan Praktik. Pustaka Setia.
Published
2022-05-27
How to Cite
Hidayat, A., Chandra, T., & Putra, R. (2022). Service Quality on Consumer Satisfaction and Non-Wage Consumer Loyalty in BPJS Ketenagakerjaan Pekanbaru Panam Branch. Journal of Applied Business and Technology, 3(2), 166-176. https://doi.org/10.35145/jabt.v3i2.101
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