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Pengaruh Pengetahuan Dan Pengalaman Terhadap Kepercayaan Dan Retensi Konsumen Jasa Raharja Di Cabang Riau

. The Impact of Knowledge and Experience To Customer’s Trust and Retention of Jasa Raharja Riau Branch. Under supervision of Zulkarnain and Samsir.

PT.Jasa Raharja (Persero) is a state-owned enterprise who is mandated to provide traffic accidents and public transport passenger insurance in Indonesia. This previlege, however, will not be long lasting,since state-owned enterprise’s monopoly right is potentially to be diminished.Company, therefore, need to study the degree of their customer’s retention. Research held in PT.Jasa Raharja (Persero) Riau branch. This research aims to analyze the direct and indirect effect of knowledge and experience to customer’s retention mediated by trust. Population is customer who have directly proposed claim to the office of Jasa Raharja. Sampling determined by census method, consists of 216 respondents. Data analyzed by using descriptive and Structural Equation Modelling (SEM) assisted by AMOS 22.0. This study reveals that knowledge only effects significantly to trust but not significant to retention. Meanwhile, experience shows significant impact both to trust and retention. Trust has significant impact to retention. Trust fully mediates the impact of knowledge and experience to customer’s retention. It is recommended to optimize knowledge possession and customer experience in order to enhance the level of trust that may improve customer’s retention on insurance product of Jasa Raharja.

Keywords: Knowledge, Experience, Trust dan Retention


Ketersediaan
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Perpustakaan Universitas Riau 10 03.217 (0107)
10 03.217 (0107)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 03.217 (0107)
Penerbit
Pekanbaru : Universitas Riau- PASCASARJANA- Manajemen.,
Deskripsi Fisik
xi, 146 hlm.;ill.;29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 03.217 (0107)
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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