CD Tesis

Analisis Pengaruh E-Service Quality Dan Kepercayaan Terhadap Kepuasan Dan Loyalitas Perusahaan Dalam Penggunaan Sipp (Sistem Informasi Pelaporan Peserta) Di Bpjs Ketenagakerjaan Kantor Cabang Pekanbaru Panam

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The development of information technology is increasingly advanced making customer more selected in choosing a product or service they want. Companies are competing to get the attention of customers, so that customers come back to repeat purchases in the service and product sectors. To improve services for Participants, BPJS Ketenagakerjaan developed a technology – based service, which is used as a tool for companies to manage membership data in the form of company data, employement data, salary data and contribution calculation data. SIPP is a solution for particiating companies in BPJS Ketenagakerjaan to avoid difficulties in membership administration management. With the existence of the SIPP, companies are no longer need to come to the BPJS Ketenagakerjaan office to report changes in employement data.
Based on data from BPJS Ketenagakerjaan Pekanbaru Panam Branch Office, the number of SIPP users has not reached the target since 2016 – 2019. Lack of loyalty from participants to the SIPP application can also prevent SIPP BPJS Ketenagakerjaan users from experiencing a significant increase. With loyalty, companies can recommend the SIPP application to their companies group or their corporate partners, thereby encouraging the number of users of the SIPP BPJS Ketenagakerjaan application. Company visits to BPJS Ketenagakerjaan offices are also still high, so that the Pekanbaru Panam Branch Office services are more congested and employees who are in the membership sector cannot leave to expand their membership. This phenomenon can be caused by the fact that many companies are still not satisfied with the electronic services provided by the SIPP application.
In increasing the number of users, e-service quality and trust in the SIPP application are very important for BPJS Ketenagakerjaan but until now there has never been a survey on the quality of electronic services on the SIPP application. The quality of electronic services is measured by the convenience provided by the SIPP application via internet, but based on data from BPJS Ketenagakerjaan, repots from employee of SIPP interference through the helpdesk channel also explain that SIPP often fail to process transactions from users. The issue of the company having difficulty accessing the SIPP application and frequent distruptions to the SIPP application could lead to distrust from the participants.
This study aims to analyze the effect of E-Service Quality and Trust toward Company satisfaction and loyalty in utilizing SIPP (Participants Reporting Information System) at BPJS Ketenagakerjaan Pekanbaru Panam Branch Office. The population of this study were companies that used SIPP since 2019 at BPJS Ketenagakerjaan Pekanbaru Panam Branch Office The approach used is a survey method for 97 respondents who were determined by stratified
xv
random sampling. the analytical equipment used is Partial Least Square Analysis with SmartPLS and testing the intervening variables using the Sobel test.
Based onthe results of the research data analysis shows that the average value for the variables of e-service quality, trust, satisfaction and loyalty is in the high category. The results of the evaluation of the outer model for each variable also explain that each indicator in this strudy is feasible and valid for further analysis. The results of this study found that e-service quality had a significant effect on the company satisfaction. Trust had a significant effect on the company satisfaction. E-service quality, trust and company satisfaction had a significant effect on the company loyalty. E-service quality had a significant effect on the company loyalty through company satisfaction. Trust had a significant effect on the company loyalty through company satisfaction.
The conclusion of this study explains that e-service quality and trust in SIPP BPJS Ketenagakerjaan is very important for BPJS Ketenagakerjaan. With electronic service quality and good trust will increase the satisfaction and loyalty of BPJS Ketenagakerjaan participants to the SIPP application. Suggestions for further research are to see the relationship between e-service quality and trust and add moderating variables such as the influence of location or number of workers. Future research can also replace other mediating variables or add new variables in research such as company reputation and usage decision in order to get maximum research results on satisfaction and loyalty to electronic services.
Keywords : E-service quality, Trust, Company Satisfaction and Company Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 220 (0134)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2020

Deskripsi Fisik

xiv, 112 hlm,; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

10 03. 220 (0134)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

-

Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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