PENGARUH CINTA LAYANAN TERHADAP LOYALITAS LAYANAN : PERAN MEDIASI SELF ESTEEM DAN SUSCEPTIBILITY TO NORMATIVE INFLUENCE Studi pada Peserta BPJS Ketenagakerjaan Cabang Grobogan

Setyawati, Ida (2023) PENGARUH CINTA LAYANAN TERHADAP LOYALITAS LAYANAN : PERAN MEDIASI SELF ESTEEM DAN SUSCEPTIBILITY TO NORMATIVE INFLUENCE Studi pada Peserta BPJS Ketenagakerjaan Cabang Grobogan. Other thesis, STIE BANK BPD JATENG.

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Abstract

ABSTRACT This study aims to examine the effect of love of service, self-esteem, susceptibility to normative influence on service loyalty, love of service on self-esteem and susceptibility to normative influence, mediation of self-esteem and susceptibility to normative influence on the effect of love of service on service loyalty. The population in this study were all Grobogan Employment BPJS participants, totaling 46,584. The sampling technique using the Slovin formula obtained a total of 99 respondents. The analysis used the partial least square (PLS) and the smartPLS analysis tool. The results of the research are love of service, self-esteem, susceptibility to normative influence have a significant positive effect on service loyalty, love of service has a significant positive effect on self-esteem and susceptibility to normative influence, self-esteem and susceptibility to normative influence play a role in mediating the effect of love of service on service loyalty Keywords: love of service, self-esteem, susceptibility to normative influence, service loyalty

Item Type:	Thesis (Other)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	Wisudawan S2
Date Deposited:	21 Apr 2024 13:19
Last Modified:	21 Apr 2024 13:19
URI:	http://eprints.stiebankbpdjateng.ac.id/id/eprint/1517

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