Deviaudria, Nadhifa Salma (2023) Pengaruh Kreativitas dan Kualitas Layanan Terhadap Kepuasan Peserta Menggunakan Layanan BPJS Ketenagakerjaan dengan Kepercayaan Sebagai Variabel Moderator. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study aims to determine and analyze the influence of creativity and service quality on participant satisfaction using BPJS Employment services with trust as a moderator variable. The population of this study was participants who had been participants of BPJS Employment Surabaya Darmo Branch and samples taken as many as 400 respondents with sampling techniques using purposive sampling. Data analysis techniques use validity tests, reliability tests, classical assumption tests consisting of normality tests, multicollinearity tests, heteroscedasticity tests, and autocorrelation tests, multiple linear regression analysis with moderation variables, hypothesis tests (F test and t test), and Moderated Regression Analysis (MRA) tests processed with SPSS 29. The calculation results of the F test show a calculated F value of 272.731 and a table F value of 2.640 with a signification value of 0.001 > 0.05, so the variables of creativity and service quality simultaneously affect participant satisfaction. The result of the multiple linear regression calculation is Y = 1.109 + 0.130X1 + 0.214X2 + 0.417Z and the MRA calculation result is Y = 0.419 + 0.435X1 + 0.066X2 + 0.468Z – 0.025X1. Z + 0.012X2.Z. Based on the results of this study proves that creativity has a positive and significant influence on participant satisfaction, service quality has a positive and significant influence on participant satisfaction, trust moderates the influence of creativity on participant satisfaction, trust moderates the effect of service quality on participant satisfaction. Keywords: creativity, quality of service, trust, satisfaction
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Nadhifa Salma Deviaudria | ||||||||
| Date Deposited: | 24 Jul 2023 08:26 | ||||||||
| Last Modified: | 24 Jul 2023 08:26 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/16101 |
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