PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PESERTA JAMINAN HARI TUA (JHT) BPJS KETENAGAKERJAAN CABANG PEKANBARU KOTA

Abstract

: This study was conducted at the BPJS Employment branch office in Pekanbaru City in order to determine the extent to which participant satisfaction is impacted by service quality.In this study, service quality is the primary variable, while participant satisfaction is the measured variable. The method used is a quantitative approach with data collection through distributing questionnaires. A total of 100 respondents were selected using purposive sampling technique. Data analysis was carried out with simple linear regression to measure the influence between service quality and participant satisfactionThe research findings show that participant satisfaction with the Old Age Security (JHT) program at the BPJS Employment Pekanbaru branch office is positively and significantly influenced by service quality, with a significance value of 0.000 which is smaller than 0.05. This finding is in line with theory and previous research which states that service quality is an important factor in shaping customer satisfaction.