ANTECEDENT OF CUSTOMER ENGAGEMENT ON THE SOCIAL INSURANCE ADMINISTRATION ORGANIZATION (BPJS) IN EAST KALIMANTAN, INDONESIA

Abstract

As a service company, BPJS in health service commitment the interchange with the company’s other services as banks or insurance. For services company, regulations or policy regarding service standards consumers like the holy book should be run with full faith and obedience in all of this. The study aims to prove the effect of variable price, quality of service, the company’s reputation as well as corporate social responsibility and to explore the impact on satisfaction and engagement of users BPJS independent. For this, A variety of variables and the variables associated with the premium, quality of service, the company’s reputation and corporate social responsibility such provided by BPJS the health of the independent to the participants in three cities in the province of east Borneo (city of Samarinda, Balikpapan, Bontang, Indonesia). The results premium insurance is not significant to satisfaction, quality of service have a significant effect on satisfaction, corporate reputation have a significant effect on variable satisfaction, corporate social responsibility had no effect on satisfaction, premium insurance is not significant to engagement, service quality have a significant effect on engagement, corporate reputation have a significant effect on engagement, corporate social responsibility is not significant to engagement, satisfaction have a significant effect on engagement