The Effect of Image, Service Quality, and Reputation on Customer Satisfaction And Loyalty: A Study in Bpjs for Employment at the Yogyakarta Branch Office
Journal Title: International Journal of Multidisciplinary Research and Analysis - Year 2022, Vol 5, Issue 06
Abstract
This study was conducted to determine the effect of image, service quality, and reputation on customer satisfaction and loyalty. The method used was the Structural Equation Modeling analysis which incorporated qualitative methods. The data were obtained from questionnaire results taken from 268 respondents of BPJS for Employment participants. The results of this study generally indicate four points. First, the image of BPJS for Employment positively affects service quality, reputation, and customer satisfaction. Second, service quality positively affects consumer satisfaction and the reputation of BPJS for Employment. Third, customer satisfaction positively affects reputation and consumer loyalty. Fourth, BPJS for Employment's reputation positively affects customer loyalty.
Authors and Affiliations
Isnan Fauzya, Ratna Roostika
Keywords
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- EP ID EP708303
- DOI https://doi.org/10.47191/ijmra/v5-i6-16
- Views 82
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