UNIVERSITAS BINA DARMA, UNIVERSITAS BINA DARMA (2022) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PT ASURANSI BINTANG. PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PT ASURANSI BINTANG.
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Abstract
Quality of service and customer satisfaction are closely related. Service quality is reflected in customer satisfaction to re-use insurance services, customer satisfaction in using services or products offered can be made input by management to improve and improve the quality of services provided, for that service employees should always monitor satisfaction perceived by customers of PT Asuransi Bintang Palembang Branch to achieve customer satisfaction. Problems in this study (1) Does the physical evidence (Tangible), reliability (Reliability), responsiveness (Responsiveness), guarantee (Assurance), and empathy (Empathy) partially affect the customer satisfaction of PT Asuransi Bintang Palembang Palembang branch companies? (2) Does the quality of service simultaneously affect the customer satisfaction of PT Asuransi Bintang Palembang Branch company? Based on the results of the study it can be seen that (1) physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) significantly influence consumer satisfaction Bintang Insurance Tbk (ASBI) Palembang. (2) Service quality includes dimensions of physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy) together have a positive effect on customer satisfaction
| Item Type: | Article |
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| 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: | 24 Jun 2022 02:20 |
| Last Modified: | 24 Jun 2022 02:20 |
| URI: | http://eprints.binadarma.ac.id/id/eprint/15147 |
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