PENGARUH KUALITAS PELAYANAN DAN PENYELESAIAN KLAIM TERHADAP KEPUASAN PELANGGAN ASURANSI KENDARAAN BERMOTOR PADA PT ASURANSI INTRA ASIA

Abstract

This research is for knowing the effect of service quality and claim set tlement  toward customer satisfaction of PT. Intra Asia Insurance. This research used  quantitative description method, 83 sample were taken as respondents by answering the questioners for customers of PT. Intra Asia Insurance. To analyze this research, writer used validation test, reliable test, double regression, and classic assuming test, data processing used SPSS version 24. This research show quality service variable score tcount 4.058> table 1,990. So, hypothesis which accepted is independent variable (quality service) as partial (individual) has  significant effect of dependent variable (customer satisfaction), while quality service variable score tcount 4.413> table 1,990 so hypothesis 0 which accepted  is independent variable (quality service)  as partial (individual) doesn’t have significant effect of dependent variable (claim settlement)