Analisis Service Quality Dan Customer Perceived Value Terhadap Customer Satisfaction Melalui Customer Trust Sebagai Variabel Mediasi
Martin Sihombing,
Donard Games,
Dessy Kurnia Sari
Abstract:This research aims to see the influence of service quality and customer perceived value on customer satisfaction through customer trust as a mediating variable at BPJS Employment Padang Branch Office. The population is all BPJS Employment Padang Branch Office participants. The sample criteria is that they have submitted a guarantee claim within the last 6 months. The number of samples in the study was 160 respondents. Hypothesis testing uses one-tailed statistical analysis, the hypothesis is accepted if the t-… Show more
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