KUALITAS LAYANAN BEBERAPA PERUSAHAAN ASURANSI DI SURABAYA
One of the service industries that grow faster than the others is insurance industry. Since there are a lot of companies that involved in this kind of industry, clients need to select a certain company that served the best service compared to the others. The objectives of this research are to determ...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Petra Christian University
2005-01-01
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| Series: | Jurnal Teknik Industri |
| Subjects: | |
| Online Access: | http://puslit2.petra.ac.id/ejournal/index.php/ind/article/view/16405 |
| _version_ | 1811249221701992448 |
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| author | Francisca Cecilia Sutedjo Kriswanto Widiawan |
| author_facet | Francisca Cecilia Sutedjo Kriswanto Widiawan |
| author_sort | Francisca Cecilia Sutedjo |
| collection | DOAJ |
| description | One of the service industries that grow faster than the others is insurance industry. Since there are a lot of companies that involved in this kind of industry, clients need to select a certain company that served the best service compared to the others. The objectives of this research are to determine the most important service dimension based on the customers' opinion, to measure customers' expected and perceived values of each service dimension, and to determine which company that provide the best services on each service dimension. This research used servqual method. The questionnaire was distributed to 260 clients of 10 well-known insurance industries in Surabaya. They were asked about five service dimensions, i.e.: tangible, reliability, responsiveness, assurance, and empathy. The result shows that the most important service dimension is empathy. The highest expected values is reliability. The service dimension which provide the best service is tangible. Generally there are no companies that exceed the customers' expected values Abstract in Bahasa Indonesia : Salah satu industri jasa yang sangat pesat pertumbuhannya adalah jasa asuransi. Memilih penyedia jasa asuransi yang tepat wajib dilakukan sekalipun bukan hal yang mudah. Hal ini disebabkan kewajiban nasabah sudah harus ditempuh, sementara manfaat asuransi baru diperoleh beberapa bulan atau tahun kemudian. Nasabah perlu mengetahui perusahaan asuransi mana yang memberikan layanan baik. Sementara perusahaan asuransi juga perlu mengetahui dimensi layanan apa saja yang dianggap penting oleh nasabah, serta harapan dan kepuasan nasabah untuk masing-masing dimensi layanan. Penelitian dilakukan dengan metode service quality (servqual), terhadap 260 nasabah dari 10 perusahaan asuransi besar di Surabaya untuk lima dimensi layanan, yaitu tangible, reliability, responsiveness, assurance dan empathy. Hasil penelitian menunjukkan dimensi empathy yang tertinggi tingkat kepentingannya. Dimensi reliability menjadi dimensi dengan tingkat harapan terbesar. Dimensi dengan layanan terbaik adalah tangible. Secara keseluruhan masih terjadi gap antara harapan dan kepuasan responden. Kata kunci: Kualitas layanan, metode servqual, analisis gap. |
| first_indexed | 2024-04-12T15:42:45Z |
| format | Article |
| id | doaj.art-f54012e324244fdca9af174eaa3d7228 |
| institution | Directory Open Access Journal |
| issn | 1411-2485 |
| language | English |
| last_indexed | 2024-04-12T15:42:45Z |
| publishDate | 2005-01-01 |
| publisher | Petra Christian University |
| record_format | Article |
| series | Jurnal Teknik Industri |
| spelling | doaj.art-f54012e324244fdca9af174eaa3d72282022-12-22T03:26:44ZengPetra Christian UniversityJurnal Teknik Industri1411-24852005-01-0172160167KUALITAS LAYANAN BEBERAPA PERUSAHAAN ASURANSI DI SURABAYAFrancisca Cecilia SutedjoKriswanto WidiawanOne of the service industries that grow faster than the others is insurance industry. Since there are a lot of companies that involved in this kind of industry, clients need to select a certain company that served the best service compared to the others. The objectives of this research are to determine the most important service dimension based on the customers' opinion, to measure customers' expected and perceived values of each service dimension, and to determine which company that provide the best services on each service dimension. This research used servqual method. The questionnaire was distributed to 260 clients of 10 well-known insurance industries in Surabaya. They were asked about five service dimensions, i.e.: tangible, reliability, responsiveness, assurance, and empathy. The result shows that the most important service dimension is empathy. The highest expected values is reliability. The service dimension which provide the best service is tangible. Generally there are no companies that exceed the customers' expected values Abstract in Bahasa Indonesia : Salah satu industri jasa yang sangat pesat pertumbuhannya adalah jasa asuransi. Memilih penyedia jasa asuransi yang tepat wajib dilakukan sekalipun bukan hal yang mudah. Hal ini disebabkan kewajiban nasabah sudah harus ditempuh, sementara manfaat asuransi baru diperoleh beberapa bulan atau tahun kemudian. Nasabah perlu mengetahui perusahaan asuransi mana yang memberikan layanan baik. Sementara perusahaan asuransi juga perlu mengetahui dimensi layanan apa saja yang dianggap penting oleh nasabah, serta harapan dan kepuasan nasabah untuk masing-masing dimensi layanan. Penelitian dilakukan dengan metode service quality (servqual), terhadap 260 nasabah dari 10 perusahaan asuransi besar di Surabaya untuk lima dimensi layanan, yaitu tangible, reliability, responsiveness, assurance dan empathy. Hasil penelitian menunjukkan dimensi empathy yang tertinggi tingkat kepentingannya. Dimensi reliability menjadi dimensi dengan tingkat harapan terbesar. Dimensi dengan layanan terbaik adalah tangible. Secara keseluruhan masih terjadi gap antara harapan dan kepuasan responden. Kata kunci: Kualitas layanan, metode servqual, analisis gap.http://puslit2.petra.ac.id/ejournal/index.php/ind/article/view/16405Service qualityservqual methodgap analysis. |
| spellingShingle | Francisca Cecilia Sutedjo Kriswanto Widiawan KUALITAS LAYANAN BEBERAPA PERUSAHAAN ASURANSI DI SURABAYA Jurnal Teknik Industri Service quality servqual method gap analysis. |
| title | KUALITAS LAYANAN BEBERAPA PERUSAHAAN ASURANSI DI SURABAYA |
| title_full | KUALITAS LAYANAN BEBERAPA PERUSAHAAN ASURANSI DI SURABAYA |
| title_fullStr | KUALITAS LAYANAN BEBERAPA PERUSAHAAN ASURANSI DI SURABAYA |
| title_full_unstemmed | KUALITAS LAYANAN BEBERAPA PERUSAHAAN ASURANSI DI SURABAYA |
| title_short | KUALITAS LAYANAN BEBERAPA PERUSAHAAN ASURANSI DI SURABAYA |
| title_sort | kualitas layanan beberapa perusahaan asuransi di surabaya |
| topic | Service quality servqual method gap analysis. |
| url | http://puslit2.petra.ac.id/ejournal/index.php/ind/article/view/16405 |
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