CD Skripsi

Pengaruh service quality dan service recovery terhadap customer satisfaction dan word of mouth pada peserta pekerja bukan penerima upah (pbpu) bpjs kesehatan kantor kabupaten bengkalis

---

TEGUH SURYA PRATAMA, NIM. 2210248074, The Influence of Service Quality and Service Recovery on Customer Satisfaction and Word of Mouth on Non-Wage Recipient Workers (PBPU) Participants of BPJS Kesehatan Bengkalis Regency Office, supervised by Mr. Dr. Edyanus Herman Halim, S.E., MS and Mrs. Dr. Raden Lestari Garnasih, S.E., MM.
This study aims to analyze and examine the Influence of Service Quality and Service Recovery on Customer Satisfaction and Word of Mouth on Non-Wage Recipient Workers (PBPU) Participants of BPJS Kesehatan Bengkalis Regency Office. This study uses Structural Equation Modeling – Partial Least Square (SEM – PLS) analysis which is a multivariate statistical analysis method that includes testing the outer model, inner model and hypothesis testing using WarpPLS software version 5.0. The sample used in this study was 400 people with sampling using the slovin formula with sample criteria being Non-Wage Recipient Workers (PBPU) BPJS Kesehatan Bengkalis Regency Office who receive administrative services at the service office.
The results of the study indicate that service quality affects customer satisfaction and word of mouth, then partially service quality affects word of mouth, service recovery affects word of mouth and customer satisfaction affects word of mouth, meanwhile based on the results of the indirect effect test, service quality has a positive and significant effect on word of mouth through the mediation of customer satisfaction variables. The results of the study also found that service recovery has a positive and significant effect on word of mouth through the mediation of customer satisfaction variables.
Keywords: service quality, service recovery, customer satisfaction and word of mouth.

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

2210248074

Penerbit

Pekanbaru : Universitas Riau – PASCA – Magister Manajemen., 2025

Deskripsi Fisik

-

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

2210248074

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

Magister Manajemen

Info Detail Spesifik

-

Pernyataan Tanggungjawab

Rahmat

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar