PENGARUH E-SERVICE QUALITY DAN KEPERCAYAAN MELALUI MINAT PENGGUNA TERHADAP KEPUTUSAN PENGGUNA LAPAK ASIK PADA BPJS KETENAGAKERJAAN KC BANYUWANGI

IKA RAKHMA, KUSUMA WARDHANI (2025) PENGARUH E-SERVICE QUALITY DAN KEPERCAYAAN MELALUI MINAT PENGGUNA TERHADAP KEPUTUSAN PENGGUNA LAPAK ASIK PADA BPJS KETENAGAKERJAAN KC BANYUWANGI. Masters thesis, Institut Teknologi Dan Sains Mandala Jember.

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Abstract

ABSTRACT This study aims to analyze the influence of E-Service Quality and User Trust on the User Decision to use Lapak Asik at BPJS Ketenagakerjaan KC Banyuwangi, with Interest as an intervening variable. In the digital era, technology-based services have become a key factor in enhancing customer experience, especially in social security services. This study uses a quantitative approach with a survey method involving 140 respondents from BPJS Ketenagakerjaan KC Banyuwangi Regency who have used the Lapak Asik service. Data were collected through questionnaires and direct interview sampling, then analyzed using the Smart PLS method. The Smart PLS analysis employed included Path Coefficients, P-values, and T Statistics. The results indicate that e-service quality and trust have a positive and significant effect on the users’ decision to use Lapak Asik. Furthermore, interest acts as a mediator that strengthens the relationship between e-service quality and trust on the decision to use Lapak Asik. Therefore, improving digital service quality and trust in the Lapak Asik system directly contributes to the workers’ decision to use Lapak Asik. These findings imply that BPJS Ketenagakerjaan service managers should continuously enhance digital service quality and build trust to increase the long-term usage of Lapak Asik among participants. Keywords: E-Service Quality, Trust, Lapak Asik, Interest, Decision, BPJS Ketenagakerjaan

Item Type:	Thesis (Masters)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	MANAJEMEN-S2
Depositing User:	KARIM BUDIONO
Date Deposited:	17 Apr 2026 10:05
Last Modified:	17 Apr 2026 10:05
URI:	http://repo.itsm.ac.id/id/eprint/1788

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