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 55
- Downloads 0
Knowledge Management: Perspective of Transformational Leadership on Employee Performance
This research is a development of the role of knowledge management, transformational leadership and Employee Engagement on the performance of private employees in the city of Makassar. The number of respondents who contr...
Analysis of the Effect Financial Ratios to Probability Default With the Risk as Moderation in Indonesian Building Construction Sub-Sector Companies
The construction and building sector are one of the important sectors for Indonesia development and economy, furthermore it is also being an indicator in assessing the economic development of a country. The development i...
Bankruptcy Analysis Using the Altman Z-Score Model (Study on Retail Companies Listed on the Indonesia Stock Exchange)
Bankruptcy is a legal or economic event that often results in the complete cessation of all business activities and operations. This bankruptcy usually starts with liquidity problems, but is closely linked to situations...
Improving the Science Literacy Ability of Middle Level School Students Through Extracurricular Management of Science and Self-Efficacy
The basic premise of this article is the importance of extracurricular science activities for students and the self-efficacy that exists in each individual learner. Both can be important factors in achieving learning goa...
How Does Digital HRM Transform Training to Learning in Organizations?
Have you ever attended training sessions and learned nothing after that? It would be a nightmare for the organizations but this situation is not so rare in reality. Employee training and development play a vital role in...