Image of Pengaruh Kualitas Pelayanan Dan Persepsi Nilai Terhadap Kepuasan Pelanggan Dan Citra Institusi Pada Pekerja Bukan Penerima Upah BPJS Kesehatan Kota Pematangsiantar
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Pengaruh Kualitas Pelayanan Dan Persepsi Nilai Terhadap Kepuasan Pelanggan Dan Citra Institusi Pada Pekerja Bukan Penerima Upah BPJS Kesehatan Kota Pematangsiantar

This study aims to examine the effect of service quality and perceived
value on institutional image with the mediating variable of customer satisfaction.
The research was conducted at the Social Security Agency of Implementing
Agency Health (BPJS) in Pematangsiantar City. The data used consists of
primary data and secondary data. The data were collected using a questionnaire
given to 120 BPJS customers in Pematangsiantar City using purposive sampling.
The descriptive analysis method is used to describe the characteristics of
respondents and research hypotheses by using the relevant statistical tests. The
variables used are service quality and perceived value as independent variables,
institutional image as the dependent variable and customer satisfaction as the
mediating variable. Technical data analysis in this study is with Structural
Equation Modeling (SEM) by using Smart PLS 3.2.9 for data processing. The
results of this study found that service quality and perceived value have a
significant and positive direct effect on customer satisfaction, service quality and
perceived value have a significant and positive direct effect on institutional image.
Indirectly, customer satisfaction has a positive mediating role on the influence of
service quality on institutional image and customer satisfaction has a positive
mediating role on the effect of perceived value on institutional image. Improving
service quality and perceived value is suggested to optimize institutional image.
Keywords : Service Quality, Perceived Value, Customer Satisfactionand
Institutional Image

Ketersediaan
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Perpustakaan Universitas Riau 10 03. 221 (0002)
10 03. 221 (0002)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 03. 221 (0002)
Penerbit
Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen.,
Deskripsi Fisik
xiii, 91 hlm.: ill.: 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 03. 221 (0002)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait

Tidak tersedia versi lain

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