The Effect of Product Quality and Service Quality in Creating Customer Satisfaction: The Case of BPJS Ketenagakerjaan Batam Nagoya

DOI

10.2991/978-94-6463-640-6_21How to use a DOI?

Keywords

Product Quality; Service Quality; Customer Satisfaction; BPJS Ketenagakerjaan

Abstract

The aim of this study is to investigate the impact of both product quality and service quality on Batam Nagoya Employment BPJS customer satisfaction. The research was conducted on 100 respondents, namely BPU participants of the Batam Nagoya Employment BPJS who became the research population. In carrying out this research using primary data taken through questionnaire survey techniques using a likert scale, distributing questionnaires using accidental sampling techniques. The data was analyzed using the SmartPLS 3.29 software tool. The results of the study show that product quality has no significant effect on customer satisfaction. Meanwhile, service quality affects customer satisfaction.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Audia Rahma Desti
AU  - Ria Anggraini
PY  - 2024
DA  - 2024/12/31
TI  - The Effect of Product Quality and Service Quality in Creating Customer Satisfaction: The Case of BPJS Ketenagakerjaan Batam Nagoya
BT  - Proceedings of the  Sixth International Conference on Applied Economics and Social Science (ICAESS 2024)
PB  - Atlantis Press
SP  - 287
EP  - 298
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-640-6_21
DO  - 10.2991/978-94-6463-640-6_21
ID  - Desti2024
ER  -