PENGARUH KUALITAS PELAYANAN DAN KINERJA KARYAWAN TERHADAP KEPUASAN NASABAH ASURANSI KENDARAAN BERMOTOR DI PT ASURANSI PURNA ARTANUGRAHA

Abstract

This study aims to determine the effect of service quality and employee performance on customer satisfaction, especially for motor vehicle insurance customers. The method used in this study is quantitative, the results and conclusions of this study indicate that: Service quality (XI) has a significant and positive effect on motor vehicle insurance customer satisfaction (Y) as evidenced by t count > t table (3.160 > 1.663). Furthermore, employee performance (X2) has a significant and positive effect on motor vehicle insurance customer satisfaction (Y) as evidenced by t count > t table (2.960 > 1.663). While the quality of service and emplyoee performance simultaneously affect the satisfaction of motor vehicle insurance customers. This can be seen in the Fcount value > Ftable (29,848 > 3,11). From the results of processing and computerization using the SPSS program, the determination coefficient value (R2) is 0.421. This shows that customer satisfaction (Y) can be influenced by service quality and employee performance (X) of 0.421 or 42.1%. While the remaining 0.579 or 57,9% is influenced by other factors not included in the study.