CD Disertasi

Model Customer Satisfaction Peserta Bukan Penerima Upah (Bpu) Pada Bpjs Ketenagakerjaan Di Provinsi Kalimantan Barat =Customer Satisfaction Model For Non-Wage Recipient Participants (Bpu) Of Bpjs Ketenagakerjaan In West Kalimantan Province

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BPJS Ketenagakerjaan has an important role in providing social security protection to all workers. The level of satisfaction of BPU participants is still a major challenge in increasing the number and sustainability of participation. Currently, almost 60% of the workforce are Informal workers (BPU). Although participant growth continues to increase, the achievement is still relatively low when compared to the Wage Recipient (PU) segment. The main factors influencing this condition are the lack of information and awareness of the importance of social security and the instability of informal worker income. Judging from the potential of informal sector workers, the number of BPU segment participants in West Kalimantan Province is still relatively low. This study aims to develop a model of BPU segment participant satisfaction at the BPJS Ketenagakerjaan office in West Kalimantan Province by analyzing the influence of Customer Relationship Management (CRM), service quality and trust on participant satisfaction and exploring the role of government as a moderating variable that can strengthen the relationship by integrating three levels of theory: Grand Theory, Middle Range Theory, and Applied Theory. Planned Behavior Theory (TPB) is used to understand the factors that influence participant satisfaction. In addition, the role of government in increasing BPJS Ketenagakerjaan participation through more inclusive policies is also the focus of this study. The verification approach and quantitative descriptive analysis are used to test the relationship between variables. Data analysis uses the Structural Equation Modeling - Partial least Squares (SEM-PLS) method. Data collection uses a survey method with a questionnaire to 384 BPU participants as the main instrument with a sampling technique that is adjusted to be representative. The results of this study indicate that; Customer Relationship Management (CRM) has a positive and significant effect on participant trust and satisfaction, Service quality has a direct effect on participant trust and satisfaction. Where aspects of program reliability, responsiveness of officers and guarantee of social protection are the main factors that can influence participant perceptions of the organizing body, Trust acts as a mediator between CRM relationships, service quality and participant satisfaction, meaning that high trust from BPU segment workers can increase loyalty and sustainability of participation, government role as a moderating variable strengthens the relationship between trust and participant satisfaction.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2010347514

Penerbit

Pekanbaru : Universitas Riau PASCASARJANA S3 Manajemen., 2025

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2010347514

Tipe Isi

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Tipe Media

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Tipe Pembawa

-

Edisi

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Subjek

DISERTASI S3 MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

Mutia

Versi lain/terkait

Lampiran Berkas

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