Peranan Kualitas Pelayanan terhadap Loyalitas Peserta pada Badan Penyelenggara Jaminan Sosial (BPJS) Ketenagakerjaan Kantor Cabang Pembantu (KCP) Tarutung

Abstract

Service quality can be defined as how big the difference is between reality and participant’s expectations for the services they receive. And good service is the key to success in various businesses or activities. Service quality is one of important factors that can encourage participants to feel happy, thereby encouraging them to be loyal to the agency. Loyal customers are people who use a product or service regularly. This research is motivated by observational data which shows the role of service quality on participant loyalty to the National Social Security Agency for Employment (BPJS) KCP Tarutung. The purpose of this research is to determine the role of service quality on participant loyalty at BPJS Employment KCP Tarutung. The type of research used is quantitative descriptive. The samples taken were 36 people. And the results of this research show that the role of service quality on participant loyalty at BPJS Employment KCP Tarutung has shown improvement and is running well and according to participants' expectations. Therefore, BPJS Employment KCP Tarutung must further improve the quality of its services.