PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN KONSUMEN DAN NILAI PELANGGAN TERHADAP KEPUASAN NASABAH ASURANSI KENDARAAN BERMOTOR (Studi Kasus pada PT Asuransi Central Asia Cabang Pondok Indah)

Muhammad Taufik Hidayatullah, Oties Tejamirah, MUHAMMAD Nasyubun

Abstract


This study aims to determine the effect of service quality, trust, and customer value on Motor Vehicle Insurance products. The research was conducted on the insurance company PT Asuransi Central Asia (ACA) Pondok Indah Branch. The method used in this research is quantitative. The analytical test used is a regression analysis technique to determine the effect between the independent variable and the dependent variable with = 0.05. The results and conclusions of this study indicate that: partial t significance test (t statistical test) Service Quality (X1) has an effect on customer satisfaction (Y). This is evidenced by the significance value of t of 0.046 <0.05, Consumer Trust (X2) has an effect on Customer Satisfaction (Y). This is evidenced by the significance value of t of 0.001 <0.05. And customer value (X3) has an effect on Customer Satisfaction (Y). This is evidenced by the t significance value of 0.027 < 0.05 Simultaneous testing (F statistic test) independent variables, namely Service Quality (X1), Consumer Trust (X2), and Customer Value (X3) have an Fcount value of 43.821 > Ftable value of 2.70 with a significance value of 0.000 <0.05 F. So it can be concluded that with a simultaneous test or together service quality, consumer trust, and customer value have a significant effect on customer satisfaction. Service quality, consumer trust, and customer value have an influence of 51.9% on  PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN KONSUMEN DAN NILAI PELANGGAN TERHADAP KEPUASAN NASABAH ASURANSI KENDARAAN BERMOTOR (Studi Kasus pada PT Asuransi Central Asia Cabang Pondok Indah)

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