Pengaruh E-Service Quality dan Customer Handling Complaint Terhadap User Satisfaction Aplikasi Jamsostek Mobile (JMO)

Abstract

The purpose of this study is to determine the influence of e-service quality and customer handling complaints partially and simultaneously on user satisfaction. This research was conducted at BPJS Ketenagakerjaan Bali Branch, Gianyar with a sample of 100 people with a sample determination technique using purposive sampling. The research methods used are quantitative research methods with data analysis techniques, namely instrument tests, classical assumptions, multiple linear regression, determination coefficients, t-tests and f tests. Based on the results of the research data, it shows that the variables of e-service quality and customer handling complaints together have a positive influence. Where the regression equation Y = -3.548 + 0.098X1 + 0.695X2. In addition, with the calculation of the T-test, each variable partially had a positive and significant influence with the calculated value for the e-service quality variable t-calculated 2,670 > 1,984 with sig. 0.009 < 0.05, variable customer handling complaint t-calculated 11.579 > 1.984 with sig. 0.000. Then based on the F test, it simultaneously had a positive and significant effect with an F-calculated value of 178.176 > 3.09 with sig. 0.000. It is expected to improve the stability and reliability of the application system and can increase accessibility and responsiveness in handling participant complaints and get continuous recommendations from participants.