Page 98 - CONFERENCE BOOK OF INTERNATIONAL CONFERENCE ON GENDER, CULTURE AND SOCIETY (ICGCS) 2021

CONFERENCE PROGRAM AND ICGCS 2021

ABSTRACT BOOK

Gender and Public Policy

THE EFFECT OF SERQUAL ON CUSTOMER

SATISFACTION AND TRUST AT BPJS

KETENAGAKERJAAN PEKANBARU

Rini Suryani

Universitas Riau

The implementation of the social insurance program is one of the responsibilities

and obligations of the State to provide socio-economic protection to customers.

Following the State's financial capacity. Likewise, Indonesia has developed a

social insurance program based on funded social insurance, namely social

insurance financed by customers and managed by BPJS (Social Insurance

Administration Agency). Into the program, BPJS Ketenagakerjaan tries to provide

the best quality service to its customers. The study was conducted at BPJS

Ketenagakerjaan Pekanbaru. This study aims to determine the effect of the

dimensions of SERQUAL, namely Tangible, Empathy, Reliability, Responsiveness,

and Assurance, on customers' satisfaction and trust. This study took a sample of

100 people using a purposive sampling technique. Using SEM (Structural

Equation Modelling) analysis operated through the SmartPLS program. The

results revealed that male customers had more confidence in the service quality

carried out by BPJS Ketenagakerjaan Pekanbaru and had a higher average score

than female customers. Furthermore, the finding of the study revealed that an

effect of Tangible Empathy, Reliability, Responsiveness and Assurance on

customer satisfaction. The author realizes that this study still has many

limitations, including the results of this study cannot be generalized to BPJS

Ketenagakerjaan in other branches. There was no interview method in the study

considering the busyness of the respondents. The researcher could not confirm

the respondents' answers. Therefore, the answers given by the respondents do

not necessarily describe the actual situation, and the study data was only carried

out on closed questions so that researchers do not get direct and detailed

arguments from respondents as a whole.

Keywords: Assurance; Customer Satisfaction; Customer Trust; Gender and

Economic Activity; Responsiveness

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