PERAN SERVICE QUALITY APLIKASI JAMSOSTEK MOBILE TERHADAP PERCEIVED USEFULNESS DAN CONTINUANCE INTENTION DIMEDIASI SATISFACTION (Studi Kasus BPJS Ketenagakerjaan Cabang Semarang Pemuda

Poetra, Stefananda Ade (2026) PERAN SERVICE QUALITY APLIKASI JAMSOSTEK MOBILE TERHADAP PERCEIVED USEFULNESS DAN CONTINUANCE INTENTION DIMEDIASI SATISFACTION (Studi Kasus BPJS Ketenagakerjaan Cabang Semarang Pemuda. Thesis thesis, Universitas BPD.

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Abstract

This study aims to analyze the role of service quality in the Jamsostek Mobile application on perceived usefulness and continuance intention mediated by satisfaction at BPJS Ketenagakerjaan Semarang Pemuda Branch. The research employs a descriptive quantitative approach and a verificative research method. The population of this study consists of 556 users of the Jamsostek Mobile application at the Semarang Pemuda Branch. The sampling technique used is simple random sampling with the Slovin formula, resulting in 100 respondents. The data were collected using a Google Form questionnaire. Data processing was conducted using the Partial Least Square (PLS) method with SmartPLS version 4 software. The results show that tangibles have a positive and significant effect on perceived usefulness, empathy has a positive and significant effect on perceived usefulness, responsiveness has a positive and significant effect on perceived usefulness, reliability has a positive and significant effect on perceived usefulness, assurance has a positive and significant effect on perceived usefulness, perceived usefulness has a positive and significant effect on satisfaction, satisfaction has a positive and significant effect on continuance intention, and perceived usefulness has a positive and significant effect on continuance intention mediated by satisfaction.

Item Type:	Thesis (Thesis)
Additional Information:	Penelitian ini bertujuan untuk menganalisis peran service quality Jamsostek Mobile terhadap perceived usefulness dan continuance intention dimediasi satisfaction pada BPJS Ketenagakerjaan Cabang Semarang Pemuda. Penelitian ini menggunakan pendekatan deskriptif kuantitatif dan metode penelitian verifikatif. Populasi dalam penelitian ini adalah pengguna aplikasi Jamsostek Mobile cabang Semarang Pemuda sebanyak 556 peserta. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah simple random sampling dengan perhitungan menggunakan rumus slovin sehingga diperoleh 100 responden. Adapun cara mendapatkan responden penelitian menggunakan instrumen kuesioner google form. Pengolahan data menggunakan metode metode Partial Least Square (PLS) menggunakan software SmartPLS versi 4. Hasil penelitian menunjukkan bahwa tangibles berpengaruh positif dan signifikan terhadap perceived usefulness, empathy berpengaruh positif dan signifikan terhadap perceived usefulness, responsiveness berpengaruh positif dan signifikan terhadap perceived usefulness, reliability berpengaruh positif dan signifikan terhadap perceived usefulness, assurance berpengaruh positif dan signifikan terhadap perceived usefulness, perceived usefulness berpengaruh positif dan signifikan terhadap satisfaction, satisfaction berpengaruh positif dan signifikan terhadap continuance intention serta perceived usefulness berpengaruh positif dan signifikan terhadap continuance intention dimediasi satisfaction
Uncontrolled Keywords:	Service Quality, Perceived Usefulness, Continuance Intention, Satisfaction
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	Wisudawan S2
Date Deposited:	30 Mar 2026 02:58
Last Modified:	30 Mar 2026 02:58
URI:	http://eprints.stiebankbpdjateng.ac.id/id/eprint/3181

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