ANALISIS PENGARUH KUALITAS PELAYANAN PENUTUPAN POLIS DAN PENYELESAIAN KLAIM TERHADAP KEPUASAN NASABAH PRODUK ASURANSI KENDARAAN BERMOTOR PADA DIVISI MARKETING PERSONAL LINES DI PT ASURANSI ABC, TBK.

Abstract

The purpose of this study is to describe the effect between of Service Quality of the Policy Closure (X1) on Customer Satisfaction (Y), to describe the effect between of Service Quality of the Claim Settlement (X2) on Customer Satisfaction (Y), as well as to describe the effect between of Service Quality of the Policy Closure (X1) and Service Quality of the Claim Settlement (X2) on Customer Satisfaction (Y). This study use a quantitative method, the result and conclusions of this study indicate that: there is a significant effect between of Service Quality of the Policy Closure (X1) on Customer Satisfaction (Y) as evidenced by tcount > ttable (2,379 > 1,99714). Also, there is a significant effect between of Service Quality of the Claim Settlement (X2) on Customer Satisfaction (Y) as evidenced by tcount > ttable (6,039 > 1,99714). Furthermore, there is a simultaneous significant effect between of Service Quality of the Policy Closure (X1) and Service Quality of the Claim Settlement (X2) on Customer Satisfaction (Y). This results can be seen in the value Fcount > Ftable (59,746 > 3,14). Based on result of processing and computerization using the SPSS program, the coefficient of determination (R2) is obtained 0,648. As a conclution this study shows that the Costumer Satisfaction (Y) can be influenced by Service Quality of the Policy Closure (X1) and Service Quality of the Claim Settlement (X2) of 0,648 or 64,80%. While the remaining 0,352 or 35,20% is influenced by other factors not included in this study