PENGARUH KEPERCAYAAN, PENGALAMAN PELANGGAN, DAN KEMUDAHAN PENGGUNAAN LAYANAN BPJS TERHADAP KEPUASAN PELANGGAN PESERTA BPJS KETENAGAKERJAAN PROGRAM JAMINAN HARI TUA DI KABUPATEN BANYUWANGI

Luvito, Prilanda Abadia (2025) PENGARUH KEPERCAYAAN, PENGALAMAN PELANGGAN, DAN KEMUDAHAN PENGGUNAAN LAYANAN BPJS TERHADAP KEPUASAN PELANGGAN PESERTA BPJS KETENAGAKERJAAN PROGRAM JAMINAN HARI TUA DI KABUPATEN BANYUWANGI. Masters thesis, Institut Teknologi Dan Sains Mandala Jember.

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Abstract

ABSTRACT BPJS Ketenagakerjaan is an institution that administers social security programs for workers, including the Old Age Security (JHT) program. Customer satisfaction is an important indicator in evaluating service quality, as it reflects the extent to which services meet participants’ expectations. Customer satisfaction is influenced by several factors, including trust in the institution, customer experience while using the services, and ease of use of the services provided, especially digital-based services. Therefore, it is necessary to analyze the effect of trust, customer experience, and ease of use on customer satisfaction of BPJS Ketenagakerjaan JHT participants in Banyuwangi Regency. This study used a quantitative approach with a causal research design. The sample consisted of 90 respondents selected using purposive random sampling technique. Data were collected using questionnaires, while data analysis was conducted using multiple linear regression analysis with the assistance of SPSS software. The results showed that trust, customer experience, and ease of use had a positive and significant effect on customer satisfaction, both partially and simultaneously. Customer experience was the most dominant variable affecting customer satisfaction. These findings indicate that improving trust, customer experience, and ease of use can enhance customer satisfaction of BPJS Ketenagakerjaan participants. Keywords: Trust, Customer Experience, Ease of Use, Customer Satisfaction, 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 10:22
Last Modified:	17 Apr 2026 10:22
URI:	http://repo.itsm.ac.id/id/eprint/1814

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