CD Tesis

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Brand Image Pada Kantor Pelayanan Jasa Raharja Tingkat I Cibinong

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However, the current regulatory conditions in Indonesia are constantly changing, along with the issuance of Law No. 40 of 2014 concerning Insurance which is currently under socialization, in lieu of Law No. 2 of 1992 concerning Insurance Business, there is the potential for a reduction or even the elimination of the monopoly nature of a number of BUMN in the country, including one of them is Jasa Raharja. If this is truly done, it will be a very big challenge for Jasa Raharja, considering that currently the insurance industry has entered a very hyper competitive level. This requires Jasa Raharja to be able to compete with other insurance companies. Therefore this study aims to The Influence of Service Quality on Brand Image Satisfaction and Services at Claim Services Office Class I Jasa Raharja Cibinong.
This research was conducted at Claim Services Office Class I Jasa Raharja Cibinong. customers, the number of samples used was as many as 281 people, data collection techniques using questionnaires. Whereas for analyzing data, SPSS 17.00 for Windows and SmartPls are used
The results of the study show that: 1) there is an influence of service quality consisting of (physical buctive, reliability, responbility, assurance and empathy), to satisfaction, 2) there is an influence of service quality on brand image, 3) there is influence of satisfaction with brand image, 4 ) There is an influence of service quality which consists of (physical buctive, reliability. Responsibility, Guarantee and Empathy) towards brand image through customer satisfaction,
Based on the results of the study, the Claim Services Office Class I Jasa Raharja Cibinong must improve service quality variables, so as to increase satisfaction and brand image of Claim Services Office Class I Jasa Raharja Cibinong.

Keywords : Physical Buctive, Reliability, Response, Guarantee and Empathy, Satisfaction and Brand Image

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 219 (0125)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2019

Deskripsi Fisik

xiv, 181 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 219 (0125)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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