The Effect of Electronic Service Quality and Perceived Value on Customer Loyalty Through Customer Satisfaction as a Mediating Variable for Participants in BPJamsostek Medan City Branch

Abstract

There are two types of BPJamsostek participation: Non-Wage Recipient Participants (PBPU) and Wage Recipient Participants (PPU). The participation turnover of non-wage recipient participants at BPJamsostek Medan City is higher than that of wage recipient participants. Meanwhile, BPJamsostek focuses on the participation of non-wage recipient participants because they do not have a forum that addresses their needs, in contrast to wage recipient participants. There are indications that the cause of the high participation rate of non-wage recipient participants is due to the lack of services received by participants, especially since BPJamsostek is implementing electronic services. This study aims to see how Electronic Service Quality (E-Servqual) and perceived value influence customer loyalty through customer satisfaction as a mediation variable for participants in BPJamsostek Medan City Branch. The research method is descriptive-quantitative with a path analysis approach to answering the research hypothesis. The study's results indicate that perceived value affects customer loyalty either directly or indirectly through customer satisfaction as a moderating variable. Meanwhile, e-service does not affect customer loyalty directly or indirectly through customer satisfaction as a moderating variable. Keywords: E-ServQual, Perceived Value, Customer Satisfaction, Customer Loyalty