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

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

The Effect of Product Quality, Brand Image, and Promotion on Customer Satisfaction of Bank Syariah Indonesia Malang Branch

“…The product is all tangible and intangible features that are valuable in the market and this product is able to provide functionality and satisfaction for customers who enjoy it. (Sirait et al, 2020) in his book explains, "Product quality is how far a product will be able to demonstrate its functionality, including product durability, reliability, accuracy, ease of operation, and repair of the product and product attributes". Kotler in (Nufus, 2018) said that Quality is a characteristic of a product in its ability to meet predetermined needs and is latent.…”

Pengaruh Influencer dan E-WOM terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan sebagai Variabel Mediasi Pada Pelanggan TikTok Shop

“…Meningkatnya penggunaan media sosial dapat mempengaruhi gaya hidup seseorang menjadi lebih konsumtif [7]. Media sosial adalah platform komunikasi online yang memungkinkan pengguna untuk terhubung dan berinteraksi dengan orang lain serta berbagi informasi, data, dan berbagai jenis konten dengan mudah dan cepat [8].…”