International Journal of Research and Review Vol. 9; Issue: 8; August 2022 Website: www.ijrrjournal.com Research Paper E-ISSN: 2349-9788; P-ISSN: 2454-2237 International Journal of Research and Review (ijrrjournal.com) 543 Vol. 9; Issue: 8; August 2022 The Effect of Electronic Service Quality and Perceived Value on Customer Loyalty Through Customer Satisfaction as a Mediating Variable for Participants in BPJamsostek Medan City Branch Romi Aji Setiawan 1 , Endang Sulistya Rini 1 , Amlys Syahputra Silalahi 1 1 Master of Management Science Study Program Faculty of Economics and Business Universitas Sumatera Utara Corresponding Author: Romi Aji Setiawan DOI: https://doi.org/10.52403/ijrr.20220844 ABSTRACT There are two types of BPJamsostek participation: Non-Wage Recipient Participants (PBPU) and Wage Recipient Participants (PPU). The participation turnover of non-wage recipient participants at BPJamsostek Medan City is higher than that of wage recipient participants. Meanwhile, BPJamsostek focuses on the participation of non-wage recipient participants because they do not have a forum that addresses their needs, in contrast to wage recipient participants. There are indications that the cause of the high participation rate of non-wage recipient participants is due to the lack of services received by participants, especially since BPJamsostek is implementing electronic services. This study aims to see how Electronic Service Quality (E-Servqual) and perceived value influence customer loyalty through customer satisfaction as a mediation variable for participants in BPJamsostek Medan City Branch. The research method is descriptive- quantitative with a path analysis approach to answering the research hypothesis. The study's results indicate that perceived value affects customer loyalty either directly or indirectly through customer satisfaction as a moderating variable. Meanwhile, e-service does not affect customer loyalty directly or indirectly through customer satisfaction as a moderating variable. Keywords: E-ServQual, Perceived Value, Customer Satisfaction, Customer Loyalty INTRODUCTION The implementation of the social security system in Indonesia has entered a new era. With the enactment of Law Number 40 of 2004 concerning the National Social Security System and Law Number 24 of 2011 concerning the Social Security Administering Body, on January 1, 2014, PT Jamsostek changed to a Public Legal Entity and changed its name to BPJS Employment, also known as BPJamsostek. BPJamsostek is mandated to administer a workforce social security program, which includes work accident insurance (JKK), death security (JKM), old age security (JHT), pension security (JP), and job loss insurance (JKP). As a public program organizer, customer service is the most important thing, with quality, fast, easy, affordable, and measurable services that can positively impact participant satisfaction, especially with the conditions of the industrial era 4.0, which was caused all aspects of business activities to shift to the service system based on information technology. The greatest obstacle is that Indonesia and the rest of the globe are affected by the COVID-19 outbreak. Almost every element of life is impacted, not just the health industry. Adopting physical and social distance in various sectors significantly affects individuals' lives, particularly in the