ANALISIS TINGKAT KEPUASAN NASABAH TERHADAP KUALITAS PELAYANAN PADA PT. ASURANSI SINARMAS CABANG PALEMBANG

UNIVERSITAS BINA DARMA, UNIVERSITAS BINA DARMA (2022) ANALISIS TINGKAT KEPUASAN NASABAH TERHADAP KUALITAS PELAYANAN PADA PT. ASURANSI SINARMAS CABANG PALEMBANG. ANALISIS TINGKAT KEPUASAN NASABAH TERHADAP KUALITAS PELAYANAN PADA PT. ASURANSI SINARMAS CABANG PALEMBANG.

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Abstract

The variables of this study consisted of the independent variable is the quality of service, and the dependent variable is customer satisfaction. The research population is all employees and customers Sinarmas Insurance Branch Palembang, while the sample was taken in pairs (dyadic sampling) that is paired employees and customers of PT. Sinarmas Insurance Branch Palembang. Data collection techniques in this study using a questionnaire, while the data analysis technique using an average of the category. The results showed that the average level of customer satisfaction on the quality of services provided by PT. Insurance Sinarmas Palembang Branch of 3.86 are included in the category is quite satisfactory. In the Physical Evidence dimension is the dimension with the highest average is equal to 4:20 are included in the category satisfying. Dimension is the dimension with the lowest reliability that is equal to 3.60 are included in the category of less than satisfactory. Dimensions responsiveness with an average of 3.80 are included in the category was satisfactory, while the dimension and the dimension Empathy guarantee or Concern with an average of 3.84 each are included in the category is quite satisfactory.

Item Type: Article
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Law, Arts and Social Sciences > School of Social Sciences
Depositing User: Mr Edi Surya Negara
Date Deposited: 23 Jun 2022 02:04
Last Modified: 23 Jun 2022 02:04
URI: http://eprints.binadarma.ac.id/id/eprint/14601

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