Analysis Of Insurance Customer Satisfaction In The Process (Claim) of Vehicle Damage To The Quality Of Services At PT Multi Artha Guna Insurance, Tbk Batam

DOI

10.2991/icaess-19.2019.18How to use a DOI?

Keywords

Importance Performance Analysis; Customer Satisfaction; Service Quality; SERVQUAL

Abstract

The purpose of this research is to determine the extent to which customer satisfaction with service quality is based on service quality dimensions and to find out the gap between customer performance and interest in service quality at PT Multi Artha Guna Insurance, Tbk Batam. The dimensions of service quality analyzed consist of tangible, reliability, responsiveness, assurance and empathy. Data collection in this research used a questionnaire consisting of 25 attributes. The samples are 90 respondents with several criteria. The analytical methods used in this research is test of validity, test of reliability, SERVQUAL model and using the Importance Performance Analysis method. The results of the research show that: First, all dimensions of service quality have different levels of satisfaction and are grouped into an Importance Performance Analysis diagram. Second, from the five dimensions of service quality there is a gap between customer performance and interests, where the highest gap average is found in the responsiveness dimension (-0.928). Third, based on the results of the IPA quadrant analysis there are 12 attributes in quadrant I (Top priority), 6 attributes in quadrant II (Maintain achievement), 4 attributes in quadrant III (Low priority) and 3 attributes in quadrant IV (Excessive).

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Fitria Efendi
PY  - 2019/12
DA  - 2019/12
TI  - Analysis Of Insurance Customer Satisfaction In The Process (Claim) of Vehicle Damage To The Quality Of Services At PT Multi Artha Guna Insurance, Tbk Batam
BT  - Proceedings of the 1st International Conference on Applied Economics and Social Science (ICAESS 2019)
PB  - Atlantis Press
SP  - 268
EP  - 272
SN  - 2352-5398
UR  - https://doi.org/10.2991/icaess-19.2019.18
DO  - 10.2991/icaess-19.2019.18
ID  - Efendi2019/12
ER  -