THE EFFECT OF SERVICE QUALITY ON PARTICIPANT SATISFACTION AND ITS IMPACT ON PARTICIPANT LOYALTY OF BPJS KETENAGAKERJAAN NORTH MEDAN BRANCH

As a company engaged in the field of social security for workers, BPJS Ketenagakerjaan carries out professionalism providing services to all participants. Professional service is major requirement organizations order reach and retain their customers. In this case, one Employment customers participant. Even though it mandatory workers Indonesia, reality participation rate still relatively low where data from 2016 – 2018 shows unregistered at over 60% total workforce Indonesia. The research was conducted using Path Analysis consisting 5 independent variables (Reliability, Assurance, Tangibles, Empathy, Responsiveness), 1 dependent variable (Participant Loyalty) intermediate Satisfaction). results showed that direct effect Service Quality had positive significant on satisfaction participants North Medan BPJS. Likewise, indirect showing Participant Loyalty through as an has Participants Satisfaction Of (five) variables, Reliability, Empathy Responsiveness have variable. Meanwhile, Assurance no