HUBUNGAN KUALITAS PELAYANAN KLAIM TM EXECUTIVE SEVERANCE TERHADAP KEPUASAN NASABAH CAPTIVE MARKETING GROUP PT ASURANSI JIWA TUGU MANDIRI

Dwi Nofiyanti, Muhammad Irwandi, Insri Nuryati

Abstract


The quality of service claims reflected from customer satisfaction to make reuse of life insurance program, therefore the author is interested to conduct research with the title the relationship of service quality of TM Executive Severance claims to the captive marketing customer satisfaction of PT Asuransi Jiwa Tugu Mandiri. The purpose of this study is to determine the relationship between the quality of service claims TM Executive Severance which consist of responsiveness, reliability and assurance variable to the Captive Marketing customer’s satisfaction. The research design is using quantitative research approach with the number of sample as many as 35 respondents Captive Marketing Group using TM Executive Severance product within the province of DKI Jakarta. Simple random sampling technique with data technique using correlation and regression analysis. The research found that Quality of TM Executive Severance Claim Service which consist of variable of Responsiveness, Reliability and Assurance, together significantly related to the Customer Satisfaction. However, the variable Responsiveness and Reliability are partially not significantly related to the Customer Satisfaction. The value of the relationship between responsiveness, reliability and assurance to the customer satisfaction is very strong with the correlation coefficient of 0.695 with the percentage of relationship expressed in the value of determination coefficient of 0.484 or 48.4% of the customer satisfaction can be explained by responsiveness, reliability and assurance. The results of the study found that the Quality of Claim Service of the TM Executive Severance can increase the Captive Marketing Group Customer Satisfaction and also found that the Assurance variable has stronger relationship to the Customer Satisfaction compared to the other Quality Severance Service Quality Claim variable that is Responsiveness and Reliability.

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