*Corresponding Author

Dian Arum Pertiwi

Article History

Received: 25.08.2022

Accepted: 20.09.2022

Published: 30.09.2022

Citations:

Dian Arum Pertiwi et al., (2022); The Role of Omni-Channel Integration Quality and Perceived Value towards Satisfaction and Loyalty in Bpjs Kesehatan Participants. Hmlyan Jr Eco Bus Mgn; 3(5), 26-34.

Abstract: This study aims to prove the role of omni-channel integration quality and perceived value on satisfaction and loyalty to BPJS Health participants. The type of research used is a causal research study conducted to find the cause of one or more problems. This type of research is clause research and quantitative research. The data collection technique used in this research is a survey by giving statements through a questionnaire. In this study there is an independent variable, namely omni-channel integrated quality. There are three dependent variables in this study, namely perceived value, satisfaction and loyalty. This study uses a purposive sampling approach which is a sampling technique based on predetermined characteristics. The control characteristics set are respondents or BPJS Health participants (Participants, Wives, Children and the Insured); Having and using JKN offline services, websites and mobile applications in Jember in the past year; The city of origin of the BPJS Health participant's domicile according to the identity card. Respondents used in this study amounted to 160 people. The analysis in this study is SEM (Structural Equation Modeling) and then processed using SPSS software version 27 for windows and also AMOS version 24 for windows which is used for testing the Measurement Model and Structural Model. The results of this study indicate that omni-channel integrated quality has a significant positive effect on perceived value, omni-channel integrated quality has a significant positive effect on satisfaction.

Keywords: omni-channel integration quality, perceived value, satisfaction and loyalty.