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THE IMPORTANCE OF CUSTOMER RELATIONSHIP MARKETING TO PARTICIPANT LOYALTY THROUGH PARTICIPANT SATISFACTION IN BUSINESS ENTITIES: AN EMPERICAL STUDY IN HEALTH PROVIDER BPJS JAMBI CITY

Journal of Business Studies and Management Review · Vol. 5 No. 2 (2022) · hlm. 275–280

DOI
10.22437/jbsmr.v5i2.18668
ISSN
2597-6265, 2597-369X
Terbit
2022-07-08
Penerbit
Management Department, Faculty of Economics and Business, Universitas Jambi
Bahasa
en
Lisensi
creativecommons.org/licenses/by/4.0

Abstrak

BPJS Health as a provider of Health Insurance in Indonesia should increase service business efforts to increase customer loyalty. Especially in the competition in the insurance industry from time to time which is increasing competitive. One of the steps that can be taken is through increasing Customer Relationship Marketing which is expected to increase participant satisfaction. This study aims to analyze the effect of the variable Customer Relationship Marketing, on participant loyalty through the satisfaction of BPJS Health Business Entity Participants in Jambi City. The sample used was 100 PICs from business entities registered with BPJS Health Jambi City. The analytical tool used is SEM PLS. The results of the study found that Customer Relationship Marketing had a positive and significant effect on Participant Satisfaction, Based on the results of this study, it can be recommended that BPJS Health can maintain and develop their Customer Relationship Marketing again. So that the satisfaction and loyalty of participants can be increased.

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  • Universitas Jambi
  • STIA Nusantara Sakti Sungai Penuh
  • Padjadjaran University
  • Universitas Islam Negeri Raden Fatah Palembang
  • Universitas Pembangunan Jaya
  • Afiliasi tidak diketahui
  • Organisasi berbeda
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Rekan penulisOrganisasiArtikel bersama
Tona Aurora LubisUniversitas Jambi12
Musnaini MusnainiUniversitas Jambi5
Johannes JohannesUniversitas Jambi4
Sry RositaUniversitas Jambi3
Hanan Laras SabrinaAfiliasi tidak diketahui2
Anggia Agustini SaputriUniversitas Jambi2
Zulfina AdrianiUniversitas Jambi2
Vivi HerlinaSTIA Nusantara Sakti Sungai Penuh1
Andang FazriUniversitas Jambi1
Ratih KusumastutiUniversitas Jambi1
Husni HasbullahUniversitas Jambi1
Dian Mala Fithriani AiraUniversitas Jambi1
RAJA SARAH FATRICIAAfiliasi tidak diketahui1
Nabila Aufa NadyaPadjadjaran University1
Wawan NoviantoAfiliasi tidak diketahui1
Rika LidyahUniversitas Islam Negeri Raden Fatah Palembang1
Amri AmirAfiliasi tidak diketahui1
Sri RahayuAfiliasi tidak diketahui1
YULHASMIDA YULHASMIDAAfiliasi tidak diketahui1
Sonia DaraUniversitas Jambi1
Lilis SuryaniUniversitas Jambi1
Ade Titi NifitaUniversitas Jambi1
Alya Ananda RielUniversitas Jambi1
Shelli SafitriUniversitas Jambi1
Yenni YuniartiUniversitas Jambi1
Muhammad NopbrimaAfiliasi tidak diketahui1
Dede SulemanUniversitas Pembangunan Jaya1
Feyza Muhammad IkhsanUniversitas Jambi1
Levi SelviaUniversitas Jambi1
Singki OktavianiUniversitas Jambi1
Zaidi Salsabila ZaidUniversitas Jambi1
adeAfiliasi tidak diketahui1
syahmardiAfiliasi tidak diketahui1
Ade OctaviaUniversitas Jambi1
Johni Paul Karolus PasaribuAfiliasi tidak diketahui1
Rike SetiawatiUniversitas Jambi1
Djodi AryajatiUniversitas Jambi1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://online-journal.unja.ac.id/index.php/jbsmr/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">THE IMPORTANCE OF CUSTOMER RELATIONSHIP MARKETING TO PARTICIPANT LOYALTY THROUGH PARTICIPANT SATISFACTION IN BUSINESS ENTITIES: AN EMPERICAL STUDY IN HEALTH PROVIDER BPJS JAMBI CITY</dc:title>
	<dc:creator xml:lang="en">Sirait, Lidya Pusparina</dc:creator>
	<dc:creator xml:lang="en">Yacob, Syahmardi</dc:creator>
	<dc:creator xml:lang="en">Solikhin, Agus</dc:creator>
	<dc:subject xml:lang="en">Customer Relationship Marketing</dc:subject>
	<dc:subject xml:lang="en">Participant Loyalty</dc:subject>
	<dc:subject xml:lang="en">Participant Satisfaction</dc:subject>
	<dc:subject xml:lang="en">BPJS Health</dc:subject>
	<dc:description xml:lang="en">BPJS Health as a provider of Health Insurance in Indonesia should increase service business efforts to increase customer loyalty. Especially in the competition in the insurance industry from time to time which is increasing competitive. One of the steps that can be taken is through increasing Customer Relationship Marketing which is expected to increase participant satisfaction. This study aims to analyze the effect of the variable Customer Relationship Marketing, on participant loyalty through the satisfaction of BPJS Health Business Entity Participants in Jambi City. The sample used was 100 PICs from business entities registered with BPJS Health Jambi City. The analytical tool used is SEM PLS. The results of the study found that Customer Relationship Marketing had a positive and significant effect on Participant Satisfaction, Based on the results of this study, it can be recommended that BPJS Health can maintain and develop their Customer Relationship Marketing again. So that the satisfaction and loyalty of participants can be increased.
&amp;nbsp;</dc:description>
	<dc:publisher xml:lang="en">Management Department, Faculty of Economics and Business, Universitas Jambi</dc:publisher>
	<dc:date>2022-07-08</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://online-journal.unja.ac.id/jbsmr/article/view/18668</dc:identifier>
	<dc:identifier>10.22437/jbsmr.v5i2.18668</dc:identifier>
	<dc:source xml:lang="en">Journal of Business Studies and Management Review; Vol. 5 No. 2 (2022): JBSMR, Vol. 5 No.2, June 2022; 275-280</dc:source>
	<dc:source>2597-6265</dc:source>
	<dc:source>2597-369X</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://online-journal.unja.ac.id/jbsmr/article/view/18668/13711</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2022 Lidya Pusparina Sirait, Syahmardi Yacob, Agus Solikhin</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by/4.0</dc:rights>
</oai_dc:dc>