Image of Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Kepuasan Dan Loyalitas Nasabah Pada Pt. Asuransi Jiwasraya (Persero) Di Kota Pekanbaru
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Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Kepuasan Dan Loyalitas Nasabah Pada Pt. Asuransi Jiwasraya (Persero) Di Kota Pekanbaru

This study aims to analyze the effect of service quality and corporate image on customer satisfaction PT. Insurance Jiwasraya in Pekanbaru City. To analyze the influence of service quality and corporate image on loyalty of PT. Insurance Jiwasraya in Pekanbaru City. To analyze the effect of customer satisfaction on customer loyalty PT. Insurance Jiwasraya in Pekanbaru City.
Population in this research is population in this research is society become individual product customer (polis PP) at PT. Insurance Jiwasraya in Pekanbaru City Branch as many as 1350 people. The sample size that will be used is 140 people. Data analysis using WarpPLS approach. WarpPLS is one of the variance-based SEM statistical methods designed to solve multiple regressions when specific data problems occur, such as very small sample size, missing values and multicollinearity. WarpPLS is an alternative approach that shifts from a Covarian-based SEM approach to a variance-based.
The results of this study indicate that the quality of service and corporate image has an influence on customer satisfaction. Furthermore the quality of service and corporate image has an influence on customer loyalty. And customer satisfaction has an influence on customer loyalty.
This research recommends PT. Asuransi Jiwasraya in Pekanbaru Branch City to improve the quality of service, by improving customer satisfaction that is providing services that meet customer expectations, service quality improvement is focused on the quality of the physical environment and can be directed to strengthen customer value.



Keywords: Service Quality, Corporate Image, Customer Satisfaction and Loyalty

Ketersediaan
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Perpustakaan Universitas Riau 10 03.217(0115)
10 03.217(0115)
Tersedia
Informasi Detail
Judul Seri
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No. Panggil
10 03.217(0115)
Penerbit
Pekanbaru : Universitas Riau – PASCA SARJANA – MANAJEMEN.,
Deskripsi Fisik
xiv, 86 hlm.: ill.: 29 cm
Bahasa
Indonesia
ISBN/ISSN
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Klasifikasi
10 03.217(0115)
Tipe Isi
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Tipe Media
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Tipe Pembawa
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Edisi
-
Subjek
PASCASARJANA (MAGISTER) MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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