1Isnan Fauzya, 2Ratna Roostika
1,2Faculty of Business and Economics, Magister Management, Universitas Islam Indonesia
DOI : https://doi.org/10.47191/ijmra/v5-i6-16Google Scholar Download Pdf
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.
KEYWORDS:image, service quality, reputation, customer loyalty satisfaction, BPJS for Employment.
REFERENCES
1) Fahlepi, A. (2018). Pelayanan dan Reputasi Perusahaan terhadap Loyalitas Nasabah pada PT. Pegadaian Syariah Unit Pelayanan Syariah Sipirok . Jurnal Fakultas Ekonomi dan Bisnis Islam Institut Agama Islam Negeri IAIN Padangsidimpuan Vol II No 1, -.
2) Fakhrudin, A. (2020). Citra Perusahaan, Citra Pemakai, Citra Produk Terhadap Loyalitas Konsumen STTKD Yogyakarta . Jurnal Manajemen Dirgantara Vol. 13, No.1, Juli 2020 | 11 ISSN 2252 – 7451 , -.Griffin, J. (2005). Customer Loyality. Jakarta: Erlangga, 23.
3) Hendrik, D. N. (2020). Pengaruh Reputasi Perusahaan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Produk Wardah di Kota Padang. Jurnal Ekonomi dan Bisnis Vol I No 2, Mei, -.
4) Kamilullah, J. (2018). Analisis Pengaruh Kepercayaan, Kepuasan, dan Reputasi Terhadap Loyalitas Konsumen Online Shop Dalam Pembelian Produk di Toko XYZ. Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol. 2, No. 7, Juli 2018, 2662.
5) Kapuy, H. R. (2019). Trustworthiness Dan Reputasi Terhadap Loyalitas Pelanggan Pt. Pos Indonesia Cabang Poso . Jurnal Ekomen Vol. 19 No. 2 – September ISSN : 1693-9131 , -.
6) Keller, K. d. (2014). Prinsip Prinsip Pemasaran By Philip Kotler Gary. Armstrong Edisi 12 Jilid I&2. Edisi Ke 13. Jakarta: Erlangga.
7) Kemenkes-RI. (2015). Buku Pegangan Sosialisasi JKN. Jakarta: Kemenkes RI, 40.
8) Khasanah, S. H. (2021). Analisis Citra Merek, Kepercayaan Merek, dan Kepuasan Merek terhadap Loyalitas Merek. Jurnal Korelasi, Konferensi Riset Nasional Ekonomi, Manajemen, dan Akuntansi Volume 2, 394-411 .
9) Lai. (2019). Hotel image and reputation on building customer loyalty: An empirical. Journal of Hospitality and Tourism Management 38 (2019) , 111–121.
10) Lestari, R. (2017). Pengaruh Kualitas Produk, Persepsi Harga, Dan Citra Merek Terhadap Loyalitas Konsumen Melalui Kepuasan Konsumen Hypermarket Giant Tangerang Dan Tangerang Selatan . Jurnal Manajemen dan Perbankan Vol. 4 No. 2
11) Metha Aryska, d. (2017). Pengaruh Reputasi Perusahaan Dan Kualitas Pelayanan Terhadap Kepuasan Pasien (Kasus Rumah Sakit Islam Ibnu Sina Pekanbaru). Jurnal Kesehatan Vol II No 5, -.
12) Nifita, A. T. (2019). Pengaruh Citra Bca Terhadap Loyalitas Nasabah Tabungan Bca Cabang Jambi. Jurnal Unja Mendalo, Vol 2 No.2 Juli-Desember 2019 ISSN: 2085-0972, -.
13) Priyadi, A. (2020). Pengaruh CSR UMKM Terhadap Reputasi Perusahaan Dan Loyalitas Pelanggan Dimediasi Citra Merek . Journal of Business & Applied Management Vol.13 (No. 2 ): 179 - 205 Th. 2020 p-ISSN: 1979-9543 e-ISSN: 2621-2753 , -.
14) Putra, M. C. (2017). Pengaruh Inovasi Produk, Harga, Citra Merek Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Sepeda Motor Vespa. E-Jurnal Manajemen Unud, Vol. 6, No. 3, 2017: 1674-1700 ISSN : 2302-8912 , -.
15) Rahmayanti, N. (2013). Manajemen Pelayanan Prima Mencegah Pembelotan dan Membangun Customer Loyality. Yogyakarta: Graha Ilmu, 13.
16) Risal, T. (2019). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Intervening Pada Bmt Kampoeng Syariah. Journal article public Jurnal Online Mahasiswa Fakultas Ilmu Sosial dan Ilmu Politik Universitas Riau Vol 1, No 1 , -.
17) Ruslan, R. (2008). Manajemen Public Relations & Media Komunikasi. Jakarta: PT Raja Grafindo Persada, 75.
18) Sofia. (2020). Pengaruh Kualitas Produk Dan Brand Image Terhadap Loyalitas Pelanggan Frisian Flag Di Muara Teweh . Jurnal Sekolah Tinggi Ilmu Ekonomi Muara Teweh Vol 2 No. 1 .
19) Tunggal, H. S. (2014). Seluk Beluk Ketenagakerjaan. Jakarta: Harvarindo, 7.
20) Utami, Y. C. (2019). Kepuasan Nasabah Ditinjau Dari Kualitas Layanan, Reputasi Perusahaan, Dan Persepsi Klaim Nasabah (Studi Pada KC AJB Bumiputera 1912 Surakarta). Jurnal Fakultas Ekonomi Universitas Islam Batik Surakarta Vol II No 1, -.
Volume 05 Issue 06 June 2022
There is an Open Access article, distributed under the term of the Creative Commons Attribution – Non Commercial 4.0 International (CC BY-NC 4.0) (https://creativecommons.org/licenses/by-nc/4.0/), which permits remixing, adapting and building upon the work for non-commercial use, provided the original work is properly cited.
Our Services and Policies
Authors should prepare their manuscripts according to the instructions given in the authors' guidelines. Manuscripts which do not conform to the format and style of the Journal may be returned to the authors for revision or rejected.
The Journal reserves the right to make any further formal changes and language corrections necessary in a manuscript accepted for publication so that it conforms to the formatting requirements of the Journal.
International Journal of Multidisciplinary Research and Analysis will publish 12 monthly online issues per year,IJMRA publishes articles as soon as the final copy-edited version is approved. IJMRA publishes articles and review papers of all subjects area.
Open access is a mechanism by which research outputs are distributed online, Hybrid open access journals, contain a mixture of open access articles and closed access articles.
International Journal of Multidisciplinary Research and Analysis initiate a call for research paper for Volume 07 Issue 05 (May 2024).
PUBLICATION DATES:
1) Last Date of Submission : 26 May 2024 .
2) Article published within a week.
3) Submit Article : editor@ijmra.in or Online
Why with us
1 : IJMRA only accepts original and high quality research and technical papers.
2 : Paper will publish immediately in current issue after registration.
3 : Authors can download their full papers at any time with digital certificate.
The Editors reserve the right to reject papers without sending them out for review.
Authors should prepare their manuscripts according to the instructions given in the authors' guidelines. Manuscripts which do not conform to the format and style of the Journal may be returned to the authors for revision or rejected. The Journal reserves the right to make any further formal changes and language corrections necessary in a manuscript accepted for publication so that it conforms to the formatting requirements of the Journal.