The Effect of Service Quality, Customer Relationship Management, and Corporate Image on Workplace Accident Insurance Participant Satisfaction

This study aims to analyze the effect of service quality on the satisfaction of workplace accident insurance participants, the effect of Customer Relationship Management (CRM) on the satisfaction of workplace accident insurance participants, the effect of company image on the satisfaction of workplace accident insurance participants, and the simultaneous effect of service quality, Customer Relationship Management (CRM), and company image on the satisfaction of workplace accident insurance participants at the Makassar Branch of the BPJS Employment. This study used a quantitative approach, with the research object being the Makassar Branch of the BPJS Employment. The sample consisted of 100 workplace accident insurance participants. Data analysis techniques included instrument testing, classical assumption testing, multivariate regression analysis, and hypothesis testing. This study found that service quality had a positive and significant effect on the satisfaction of work accident insurance participants. Customer Relationship Management (CRM) had a positive and significant effect on the satisfaction of work accident insurance participants. Corporate image had a positive and significant effect on the satisfaction of work accident insurance participants. Simultaneously, service quality, customer relationship management, and corporate image have a significant effect on the satisfaction of work accident insurance participants.