The Effect of Image, Service Quality, and Reputation on Customer Satisfaction And Loyalty: A Study in Bpjs for Employment at the Yogyakarta Branch Office
Journal Title: International Journal of Multidisciplinary Research and Analysis - Year 2022, Vol 5, Issue 06
Abstract
This study was conducted to determine the effect of image, service quality, and reputation on customer satisfaction and loyalty. The method used was the Structural Equation Modeling analysis which incorporated qualitative methods. The data were obtained from questionnaire results taken from 268 respondents of BPJS for Employment participants. The results of this study generally indicate four points. First, the image of BPJS for Employment positively affects service quality, reputation, and customer satisfaction. Second, service quality positively affects consumer satisfaction and the reputation of BPJS for Employment. Third, customer satisfaction positively affects reputation and consumer loyalty. Fourth, BPJS for Employment's reputation positively affects customer loyalty.
Authors and Affiliations
Isnan Fauzya, Ratna Roostika
Keywords
Related Articles
- EP ID EP708303
- DOI https://doi.org/10.47191/ijmra/v5-i6-16
- Views 95
- Downloads 0
Evaluation of the Liquidity of Pharmaceutical Firms Listed in the Hanoi Stock Exchange
This paper investigates the liquidity of pharmaceutical firms Listed in the Hanoi Stock Exchange (HNX) by using table data for the period 2015-2019. Four observedvariables were formulated including: (i) Cash Ratio (CR),...
Rubber Plant in the Social - Economic Process of Binh Phuoc Province (1997 - 2022) – Situation and Solutions
The study was carried out using historical methods to generalize the process of introduction and development of rubber trees in Binh Phuoc, learn about the history of formation, the origin of rubber trees as well as the...
Recognition Strategy and Performance of Non-Teaching Staff at University of Eldoret in Kenya
Non-academic staff contribute significantly to the effective functioning of universities across the globe, supporting the institution's mission of education, research, and service to society. Their roles are diverse and...
The Influence of Motivation, Work Disipline and Work Environment on the Performance of PT Employees. Java Generation Bali Services Unit PLTU Banjarsari Regency of Lahat
This study aims to determine the effect of motivation, work discipline and work environment on the performance of employees of PT. Java Bali Generation Services PLTU Banjarsari Research is included in the field research...
The Interplay of Motivation, Skills, and Promotions: A Bootstrapped Analysis of MBA Graduates through the Lens of Intelligent Career Theory
This tracer study investigates the relationship between the reasons for enrolling in an MBA program (Know-Why), competencies learned during the program (Know-How), and subsequent career promotions (Know-Who) among MBA gr...