Kinerja Badan Jaminan Sosial Dan Kepuasan Pelanggan

Authors

  • Elsa Triandhani Putri University of Pembangunan Nasional Veteran Jawa Timur
  • Hero Priono University of Pembangunan Nasional Veteran Jawa Timur
  • Endah Susilowati University of Pembangunan Nasional Veteran Jawa Timur

DOI:

https://doi.org/10.30741/assets.v1i1.15

Keywords:

Service Quality, Company Capability, Customer Satisfaction, Company Performance, Social Security Agency

Abstract

The purpose of this research is to test the quality of service and company capability through the customer satisfaction and company performance of Indonesia social security agency of human resource ( BPJS Ketenagakerjaan). This isĀ  quantitative research with survey method approach. It was population 1.011 people and distributed 91 questionnaires for BPJS Ketenagakerjaan Jember branch. Partial Least Square (PLS) software used to test the hyphotesis.The research foundĀ  that service quality variable has effect through the customer satisfaction but does not have any effect for the company performance. Company capability variable affects the customer satisfaction and company performance.

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Published

2017-07-30