Peranan Customer Service dalam Meningkatkan Loyalitas Peserta di BPJS Ketenagakerjaan Cabang Medan Kota

Abstract

The purpose of this study was to determine how the Role of Customer Service in Increasing Participant Loyalty at BPJS Ketenagakerjaan Cabang Medan Kota. This research uses quantitative methods with data collection techniques in the form of questionnaires and observations. The research population is the participant of BPJS Ketenagakerjaan Cabang Medan Kota. The research sample was taken as many as 20 respondents. The data analysis technique used is the Servqual model based on a multi-item scale designed to measure the expectations and perceptions of service users, as well as the gap between the two on the five main dimensions of service quality. The five main dimensions are translated into 10 detailed attributes each for the expectation and perception variables arranged in statements based on a Likert scale, from 1 (Strongly Disagree) to 7 (Strongly Agree). The results showed that the role of customer service has a positive and significant influence on participant loyalty, but there are several aspects that need to be considered again by BPJS Ketenagakerjaan Cabang Medan Kota. The conclusion of this study is that the role of customer service is very important in increasing the loyalty of BPJS Ketenagakerjaan Cabang Medan Kota participants. Therefore, the author recommends that the BPJS Ketenagakerjaan Cabang Medan Kota can improve the quality of customer service by providing regular training, providing appropriate incentives, and conducting regular evaluations. In addition, the BPJS Ketenagakerjaan Cabang Medan Kota can also innovate and develop products and programs that are in accordance with the needs and desires of participants.