ANALISIS SERVICE QUALITY DAN CUSTOMER PERCEIVED VALUE TERHADAP CUSTOMER SATISFACTION MELALUI CUSTOMER TRUST SEBAGAI VARIABEL MEDIASI PADA BPJS KETENAGAKERJAAN KANTOR CABANG PADANG

MARTIN SIHOMBING, MARTIN (2024) ANALISIS SERVICE QUALITY DAN CUSTOMER PERCEIVED VALUE TERHADAP CUSTOMER SATISFACTION MELALUI CUSTOMER TRUST SEBAGAI VARIABEL MEDIASI PADA BPJS KETENAGAKERJAAN KANTOR CABANG PADANG. Masters thesis, Universitas Andalas.

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Abstract

ANALYSIS OF SERVICE QUALITY AND CUSTOMER PERCEIVED VALUE ON CUSTOMER SATISFACTION THROUGH CUSTOMER TRUST AS A MEDIATION VARIABLE IN BPJS EMPLOYMENT PADANG BRANCH OFFICE Thesis by : Martin Sihombing Advisor : Dr. Dessy Kurnia Sari, SE., M.Bus (Adv) Prof. Dr. Donard Games, SE., M.Bus (Adv) ABSTRAK This research examines links between service quality, customer perceived value, and customer satisfaction through customer trust as a mediating variable at BPJS Employment Padang Branch Office. This study uses a quantitative approach. The population is all BPJS Employment Padang Branch Office participants. The sample criteria is that they have submitted a guarantee claim within the last six months. The number of respondents in this study was 160 respondents. Hypothesis testing uses one-tailed statistical analysis, in which the hypothesis is accepted if the t-statistic value is > 1.65 and the significance value is < 0.05. The results of the research show that service quality and customer perceived value have significant positive effects on customer trust, and service quality and customer trust have significant positive effects on customer satisfaction. Meanwhile, customer-perceived value has no effect on customer satisfaction. Indirectly, service quality and customer perceived value influence customer satisfaction with customer trust as the mediating variable. Keyword : Customer Perceived Value, Customer Satisfaction, Customer Trust, Mediation Variables, Service Quality. 4 ANALISIS SERVICE QUALITY DAN CUSTOMER PERCEIVED VALUE TERHADAP CUSTOMER SATISFACTION MELALUI CUSTOMER TRUST SEBAGAI VARIABEL MEDIASI PADA BPJS KETENAGAKERJAAN KANTOR CABANG PADANG Tesis Oleh : Martin Sihombing Pembimbing: Dr. Dessy Kurnia Sari, SE., M.Bus (Adv) Prof. Dr. Donard Games, SE., M.Bus (Adv) ABSTRAK Penelitian ini bertujuan untuk melihat pengaruh service quality dan customer perceived valued terhadap customer satisfaction melalui customer trust sebagai variable mediasi pada BPJS Ketenagakerjaan Kantor Cabang Padang. Populasinya adalah seluruh peserta BPJS Ketenagakerjaan dengan krite-ria sampel yaitusudah pernah mengajukan klaim jaminan dalam kurun waktu 6 bulan terakhirdi Kantor Cabang Padang. Jumlah sampel pada penelitian 160 responden. Uji hipotesis menggunakan analisis statistic dengan one tailed, hipotesis diterima jika nilai t-statistik > 1,65 dan nilai signifikansi < 0,05. Hasil penelitian menunjukkan bahwa service quality dan customer perceived-value berpengaruh positif signifikan terhadap customer trust, service quality dan customer trust berpengaruh positif signifikan terhadapcustomer satisfaction. Sedangkan customer perceived value tidak berpengaruh terhadap customer satisfaction. Secara tidak langsung, service quality dan customer perceived value berpengaruh terhadap customer satisfaction dengan customer trust sebagai mediasinya. Kata Kunci : Customer Perceived Value, Customer Satisfaction, Customer Trust, Variabel Mediasi, Service Quality.

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