The Effect Of Service Quality On Bpjs Employment Participant Loyalty Through Participant Satisfaction Among Small-Scale And Micro-Scale Workers In Southern Sumatra

Ameria R. Calosa; Mahrinasari; Roslina

doi:10.63922/ijebir.v5i03.3773

Ameria R. Calosa Master of Management Study Program, Faculty of Economics and Business, University of Lampung
Mahrinasari Master of Management Study Program, Faculty of Economics and Business, University of Lampung
Roslina Master of Management Study Program, Faculty of Economics and Business, University of Lampung

DOI: https://doi.org/10.63922/ijebir.v5i03.3773

Keywords: Service Quality, Participant Satisfaction, Participant Loyalty, BPJS Ketenagakerjaan, Small and Micro-Scale Workers

Abstract

This study aims to analyze the effect of service quality on participant loyalty through participant satisfaction of BPJS Ketenagakerjaan (Employment Social Security Agency) participants in small and micro-scale workers in the Southern Sumatra region. Service quality variables consist of reliability, responsiveness, assurance, empathy, and tangibles. The study used a quantitative approach with the Structural Equation Modeling-Partial Least Square (SEM-PLS) method. The research sample consisted of 280 respondents who were active participants of the BPJS Ketenagakerjaan Work Accident Insurance (JKK) and Death Insurance (JKM) programs in the South Sumatra, Lampung, Jambi, Bengkulu, and Bangka Belitung regions. The results showed that reliability, responsiveness, assurance, empathy, and tangibles had a positive effect on participant satisfaction. In addition, participant satisfaction was proven to have a significant effect on participant loyalty. This study shows that improving service quality is an important factor in increasing the loyalty of BPJS Ketenagakerjaan participants in the small and micro business sector.

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