The Effect of Service User Experience and Transparency Perception on Consumer Satisfaction with Trust as a Moderating Variable in Offices BPJS Employment North Bengkulu
Abstract
The formulation of the research problem is 1) How does the experience of using services affect the satisfaction of BPJS Employment consumers at the North Bengkulu Branch Office? 2) How does the perception of transparency affect the satisfaction of BPJS Employment users at the North Bengkulu Branch Office? 3) How does trust moderate the influence of the experience of using services on the satisfaction of BPJS Employment consumers at the North Bengkulu Branch Office? 4) How does trust moderate the influence of the perception of transparency on the satisfaction of BPJS Employment consumers at the North Bengkulu Branch Office? This type of research is explanatory research (explanatory research) with the aim of testing hypotheses and examining the effect of independent variables on the dependent variable. The approach used in this study was a quantitative approach. The population in this study were BPJS Ketenagakerjaan participants at the North Bengkulu Branch Office, totaling 36,424 people. The sample criteria in this study are Participants who had previously used or were currently using BPJS Ketenagakerjaan services in North Bengkulu, a sample size of 160 people was obtained. The sampling technique used in this study was consecutive sampling, with a questionnaire as the data collection method. Data analysis techniques included descriptive statistical analysis and Partial Least Squares (PLS) analysis. The results of this study are 1) There is a significant and influential relationship between service usage experience and BPJS Employment consumer satisfaction at the North Bengkulu Branch Office. 2) There is a significant and influential relationship between transparency perception and BPJS Employment consumer satisfaction at the North Bengkulu Branch Office. 3) The role of trust can moderate the influence of service usage experience on BPJS Employment consumer satisfaction at the North Bengkulu Branch Office. 4) The role of trust cannot moderate the influence of transparency perception on BPJS Employment consumer satisfaction at the North Bengkulu Branch Office.
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DOI: https://dx.doi.org/10.30659/jrbi.v23i2.53052
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