Analisis Kualitas Pelayanan PT Jasa Raharja dengan Metode Servqual
In order to improve the image of insurance company, this study was done to find a picture of the accident victim’s satisfaction with the service of insurance company Jasa Raharja. Descriptive quantitative research was conducted with a population of accident victims. Data were taken with questionnair...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Bina Nusantara University
2014-11-01
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| Series: | Binus Business Review |
| Subjects: | |
| Online Access: | https://journal.binus.ac.id/index.php/BBR/article/view/1186 |
| _version_ | 1797711766877110272 |
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| author | Enny Noegraheni Hindarwati Anintia Jayasari |
| author_facet | Enny Noegraheni Hindarwati Anintia Jayasari |
| author_sort | Enny Noegraheni Hindarwati |
| collection | DOAJ |
| description | In order to improve the image of insurance company, this study was done to find a picture of the accident victim’s satisfaction with the service of insurance company Jasa Raharja. Descriptive quantitative research was conducted with a population of accident victims. Data were taken with questionnaires by 80 respondents and data analysis used SERVQUAL. The results showed that the overall levels of accident victim’s satisfaction with the service of insurance company Jasa Raharja levels are disatisfied. This is evident from the value of the gap between perception and negative expectation. Dimensions of perceived service quality as dissatisfaction by the accident victims are the reliability, responsiveness, assurance, and empathy dimension. Result was obtained from this research gap between perception and expectation of service with a value of - 0.0284. Therefore, it is suggested to the insurance company Jasa Raharja to improve services to accident victims, especially dimensions unsatisfactory service for accident victims. |
| first_indexed | 2024-03-12T07:11:53Z |
| format | Article |
| id | doaj.art-1939098d840343ec97bdf9b2601c8dac |
| institution | Directory Open Access Journal |
| issn | 2087-1228 2476-9053 |
| language | English |
| last_indexed | 2024-03-12T07:11:53Z |
| publishDate | 2014-11-01 |
| publisher | Bina Nusantara University |
| record_format | Article |
| series | Binus Business Review |
| spelling | doaj.art-1939098d840343ec97bdf9b2601c8dac2023-09-02T23:02:37ZengBina Nusantara UniversityBinus Business Review2087-12282476-90532014-11-015262663710.21512/bbr.v5i2.11861054Analisis Kualitas Pelayanan PT Jasa Raharja dengan Metode ServqualEnny Noegraheni Hindarwati0Anintia Jayasari1Bina Nusantara UniversityBina Nusantara UniversityIn order to improve the image of insurance company, this study was done to find a picture of the accident victim’s satisfaction with the service of insurance company Jasa Raharja. Descriptive quantitative research was conducted with a population of accident victims. Data were taken with questionnaires by 80 respondents and data analysis used SERVQUAL. The results showed that the overall levels of accident victim’s satisfaction with the service of insurance company Jasa Raharja levels are disatisfied. This is evident from the value of the gap between perception and negative expectation. Dimensions of perceived service quality as dissatisfaction by the accident victims are the reliability, responsiveness, assurance, and empathy dimension. Result was obtained from this research gap between perception and expectation of service with a value of - 0.0284. Therefore, it is suggested to the insurance company Jasa Raharja to improve services to accident victims, especially dimensions unsatisfactory service for accident victims.https://journal.binus.ac.id/index.php/BBR/article/view/1186satisfaction, jasa raharja, service quality, perception, expectation |
| spellingShingle | Enny Noegraheni Hindarwati Anintia Jayasari Analisis Kualitas Pelayanan PT Jasa Raharja dengan Metode Servqual Binus Business Review satisfaction, jasa raharja, service quality, perception, expectation |
| title | Analisis Kualitas Pelayanan PT Jasa Raharja dengan Metode Servqual |
| title_full | Analisis Kualitas Pelayanan PT Jasa Raharja dengan Metode Servqual |
| title_fullStr | Analisis Kualitas Pelayanan PT Jasa Raharja dengan Metode Servqual |
| title_full_unstemmed | Analisis Kualitas Pelayanan PT Jasa Raharja dengan Metode Servqual |
| title_short | Analisis Kualitas Pelayanan PT Jasa Raharja dengan Metode Servqual |
| title_sort | analisis kualitas pelayanan pt jasa raharja dengan metode servqual |
| topic | satisfaction, jasa raharja, service quality, perception, expectation |
| url | https://journal.binus.ac.id/index.php/BBR/article/view/1186 |
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