The Effect of Public Satisfaction in Public Services with Variables Mediated By Perceptions of Uu No.33 and 34 of 1964 (Case Research at Pt.Jasa Raharja as the Represent of Surabaya)
Journal Title: Journal of Economics, Finance and Management Studies - Year 2022, Vol 5, Issue 07
Abstract
The purpose of the reseach was to determine the effect of public satisfaction on public services at PT.Jasa Raharja as the represent of Surabaya which was mediated by the perception of the insurance constitution (UU no 33 and 34 of 1964). This is a type of comparative causal research using a quantitative approach, using primary data supported by a questionnaire tool with public respondents in the management of insurance services, in this case the heirs/families of accident victims in making claims for compensation to PT Jasa Raharja as the represent of Surabaya.The population in this reseach cannot be determined (Infinite Population). so that way the sampling method used Nonprobability Sampling which is a sampling technique by not providing the same opportunity for each element or member of the population to be selected as a sample, with a set sample of 52 respondents who during data collection they carried out the management of compensation at least 2 times. the questionnaire as an instrument was processed using the SEM approach of Warp PLS 6.0.The result of reseach showed service quality, trustment, had a positive impact on the level of satisfaction of the people who used the services of PT Jasa Raharja as the Represent of Surabaya, but the responsibility for using the services had a negative impact on the level of public satisfaction, service quality and trust in mediating perceptions of insurance constitution policies. has a positive and significant impact on the level of public satisfaction, while the responsibility mediated by the perception of the insurance constitution policy has a negative and significant impact on the level of public satisfaction.Recently, it was found that the level of public satisfaction with accident insurance services at PT Jasa Raharja as the Represent of Surabaya depends on the behavior of company employees in providing services.
Authors and Affiliations
Tri Yuniati
Keywords
Related Articles
- EP ID EP708806
- DOI 10.47191/jefms/v5-i7-02
- Views 62
- Downloads 0
Improvement of Craft Business: Business Learning and Market Orientation
Objectives - This study aims to test and prove empirically about: First, does business learning have a direct effect on market orientation? Second, whether business learning and market orientation have a direct effect on...
The Effect of Strategic Flexibility on Innovation Performance of Quoted Pharmaceutical Companies in Nigeria
The pharmaceutical industry is key to the survival of human race, but equally becoming increasingly susceptible to global disruptions. In Nigeria, records have shown that the industry is plagued with several problems, in...
The Effect of Celebrity Endorsement and Parasocial Interaction on Somethinc Products Purchase Decisions
The current technological changes are influencing social and economic sectors, leading to changed businesses from conventional to engaging more extensively on digital platforms. Social media is a digital platform that ha...
The Effect of Village Fund Allocation and Capital Expenditure on Community Welfare with Financial Performance as an Intervening Variable (Study on Villages in West Denpasar District)
Purpose: know and analyze influence of Village Fund Allocation, Capital Expenditure and Financial Performance to Public welfare. Design/methodology/approach: Type of research quantitative, which was carried out in 8 vil...
Ego Depletion as Mediation Emotional Intelligence and Spiritual Intelligence to the Performance of Malang Tax Consultants
This study aims to analyze the effect of emotional intelligence on performance, analyze the influence of spiritual intelligence on performance, analyze the effect of emotional intelligence on ego depletion, analyze the i...