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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah Pt.Asuransi Jiwasraya (Persero) Cabang Padang

The level of competition in the insurance industry is currently increasingly showing improvement. This is seen from the number of companies offering life insurance services in Indonesia, especially in Padang, West Sumatra. Therefore, to be able to survive in the life insurance industry, Jiwasraya must be able to maintain customers and increase the number of customers. One strategy is to improve service quality. Because this will be able to shape customer satisfaction and loyalty.
This research will be carried out by the Jiwasraya insurance customer in Padang Branch. Research location spread in the Padang Branch Area, with a sample of 100 customers. The data collection technique used is using a questionnaire. Whereas for analyzing data, the SPSS 17.00 for Windows and SmartPLS programs are used.
The results of this study indicate that: 1) service quality affects the satisfaction of Jiwasraya insurance customers 2) service quality affects the loyalty of Jiwasraya's insurance customers; 3) customer satisfaction affects the loyalty of Jiwasraya insurance customers, 4) service quality affects the loyalty of Jiwasraya's insurance customers through customer satisfaction.
Based on the results of the study, the company must be able to increase customer satisfaction, one of which is to improve and improve the quality of services provided to customers.

Keywords: Satisfaction Service Quality, Loyalty

Ketersediaan
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Perpustakaan Universitas Riau 10 03. 219 (0012)
10 03. 219 (0012)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 03. 219 (0012)
Penerbit
Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen.,
Deskripsi Fisik
xiii, 121 hlm.; ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 03. 219 (0012)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
PASCASARJANA (MAGISTER) MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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