ANALISIS PENGARUH KUALITAS PELAYANAN DAN KECEPATAN KONFIRMASI AKSEPTASI TREATY TERHADAP KEPUASAN PELANGGAN PADA PT REASURANSI NASIONAL INDONESIA

Dhea Permata Suci, Robidi Robidi, Syamsul Bahri

Abstract


This study aims to determine the effect of service quality and quickness of treaty acceptance confirmation on customer satisfaction. The study was conducted on the reinsurance company PT Reasuransi Nasional Indonesia. The method used in this research is quantitative descriptive. The analysis test used is multiple linear regression with α = 0,05. The results and conclusions of this study indicate that: testing significance t partially (statistical test t) service quality (X1) affects the customer satisfaction (Y). This is evidenced by the significance value of t of 0,000 (<0,05), quickness of treaty acceptance confirmation (X2) affect the customer satisfaction (Y). This is evidenced by the significance value of t of 0,000 (<0,05). Simultaneous testing (F test statistic) of independent variables namely service quality and quickness of treaty acceptance confirmation affects the dependent variable, which is the customer satisfaction at PT Reasuransi Nasional Indonesia, by having a F-count value of 40,430 > F-table value of 3,18 and a significance value of F of 0,000 less than an alpha value of 0,05 (0,000 <0,05). The results of the analysis in this study indicate that the test coefficient of determination (R square) obtained a value of 0,613, which means that customer satisfaction can be explained or influenced by the x model factors, namely the service quality, quickness of treaty acceptance confirmation of 61,3%, and can be said that there are other factors that can affect customer satisfaction by 38,7% and are influenced by other variables not examined by researchers.

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