Proceedings of the 9th International Conference on Indonesian Social and Political Enquiries (ICISPE 2024)

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The Influence of Eservice Quality of the Jamsostek Mobile Application on the Desire to Recommend to Others: The Mediating Role of Participant Satisfaction

Authors
Novita Hariyani1, *, Bulan Prabawani1
1Universitas Diponegoro, Semarang, Indonesia
*Corresponding author. Email: novitayanii@gmail.com
Corresponding Author
Novita Hariyani
Available Online 1 July 2025.
DOI
10.2991/978-2-38476-436-5_5How to use a DOI?
Keywords
E-SERVQUAL; Customer Satisfaction; Customer Loyalty; Recommend to Other; Jamsostek Mobile
Abstract

The study on the quality of electronic services from digital service applications has become an interesting topic for research in line with the development of service digitalization in everyday life. This research was conducted with the aim of determining the extent of the electronic service quality of the digital service application owned by BPJS Ketenagakerjaan, namely Jamsostek Mobile (JMO), using the ESERVQUAL model and examine the mediating factors in influencing the desire to recommend to others as a result of customer loyalty attitudes. Data from 324 valid online questionnaires were analyzed using the structural equation modeling with Smart PLS3 software. The findings indicate that almost all dimensions of ESERVQUAL have a significant impact on participant satisfaction except for web design. ease of use, reliability, privacy, responsiveness, and empathy affect customer satisfaction and customer loyalty. also researched regarding the mediation of relationships whose implications are discussed.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 9th International Conference on Indonesian Social and Political Enquiries (ICISPE 2024)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
1 July 2025
ISBN
978-2-38476-436-5
ISSN
2352-5398
DOI
10.2991/978-2-38476-436-5_5How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Novita Hariyani
AU  - Bulan Prabawani
PY  - 2025
DA  - 2025/07/01
TI  - The Influence of Eservice Quality of the Jamsostek Mobile Application on the Desire to Recommend to Others: The Mediating Role of Participant Satisfaction
BT  - Proceedings of the 9th International Conference on Indonesian Social and Political Enquiries (ICISPE 2024)
PB  - Atlantis Press
SP  - 41
EP  - 56
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-436-5_5
DO  - 10.2991/978-2-38476-436-5_5
ID  - Hariyani2025
ER  -