Journal Publicuho
Vol. 6 No. 4 (2023): November - January - Journal Publicuho

ANALISIS SERVICE QUALITY DAN CUSTOMER PERCEIVED VALUE TERHADAP CUSTOMER SATISFACTION MELALUI CUSTOMER TRUST SEBAGAI VARIABEL MEDIASI

Martin Sihombing (Universitas Andalas)
Dessy Kurnia Sari (Universitas Andalas)
Donard Games (Universitas Andalas)

Article Info

Publish Date
05 Dec 2023

Abstract

This research aims to see the influence of service quality and customer perceived value on customer satisfaction through customer trust as a mediating variable at BPJS Employment Padang Branch Office. The population is all BPJS Employment Padang Branch Office participants. The sample criteria is that they have submitted a guarantee claim within the last 6 months. The number of samples in the study was 160 respondents. Hypothesis testing uses one-tailed statistical analysis, the hypothesis is accepted if the t-statistic value is > 1.65 and the significance value is < 0.05. The research results show that service quality and customer perceived value have a significant positive effect on customer trust, and service quality and customer trust have a significant positive effect on customer satisfaction. Meanwhile, customer-perceived value does not affect customer satisfaction. Indirectly, service quality and customer perceived value influence customer satisfaction with customer trust as the mediation.

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Journal Info
Journal Publicuho
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Abbrev

journal

Publisher

Universitas Halu Oleo

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Languange, Linguistic, Communication & Media Social Sciences

Description

Aim Journal Publicuho is a double-blind peer-reviewed publication that aims to disseminate all information that contributes to the understanding and development of the study of public administration and public policy and social issues through the publication of research articles or critical reviews. ...