Research Paper
Year: 2019 | Month: June | Volume: 6 | Issue: 6 | Pages: 121-131
Analysis on the Level of Satisfaction in Developing the Loyalty of BPJS Ketenagakerjaan
Citra Rubianisa1, Dr. Ir. Nazaruddin2, Dr. Isfenti Sadalia2
1Postgraduate Students Master of Management University of North Sumatera, Indonesia
2Postgraduate Lecturer Master of Management University of North Sumatera, Indonesia
Corresponding Author: Citra Rubianisa
ABSTRACT
The background of this research was the awareness of workers in North Sumatera Province in becoming BPJS in Manpower participants was still low. It is influenced by many factors, and one of them is satisfaction with the service which is the key factor in creating customer loyalty. The objective of the research was to find out some factors which influenced the level of satisfaction with developing loyalty in BPJS in Manpower participants Sumbagut Area Office. The research used correlation research method. The population was all BPJS in Manpower participants who had completed their JHT claims to the Branch Offices in Medan Raya, and 90 of them were used as the samples. The data were analyzed by using multiple linear regression analysis. The result of the research showed that, simultaneously, there was significant influence of tangible, reliability, responsiveness, assurance, and empathy on customer loyalty. Partially, of the five variables, only tangible and responsiveness which had significant influence on employees’ performance, while reliability, assurance, and empathy did not.
Key words: Tangible, Reliability, Responsive, Assurance, Empathy, Customer Loyalty.
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