Ariyani, Ariyani (2009) ANALISIS KUALITAS PRODUK JASA DAN HUBUNGAN DENGAN PELANGGAN DALAM MEMPENGARUHI LOYALITAS. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
The effect of the economic growth and technology development force individuals to work harder for their survival. The bigger the challenge, the higher the risks one faces. To anticipate the future risks, people need some kind of protection so that their life would continue in a peaceful manner. This is where insurance comes into picture to provide protection. PT AXA Financial Indonesia is one of companies from AXA which provides life insurance. With the heavy competition today, PT AXA Financial Indonesia has to provide better quality services of product and relationship with customers to satisfy their clients. Previous studies showed that service quality of product and relationship with customers had positive impact to the customers’ loyalty. This present study aimed to understand to what extent the service quality of product and relationship with customers of PT AXA Financial Indonesia has an impact to the customers’ loyalty. To understand this instance, questionnaires were distributed to the target respondents. Samples were taken using convenience sampling. Total respondents of 100 were obtained. Using both descriptive and statistical analysis, results were obtained. Using regression analysis, it was found that service quality of product and relationship with customers have the influence to the loyalty of consumer. This was proved by the calculation of Calculated. The result showed that Calculated reached 150. 601 with p = 0.000. Because p is less than 0.005, it indicated that there existed influence simultaneously, with Coefficient Correlation 87%. Based on partial analysis, it was found that relationship with customers had a dominant affect to customers’ loyalty with β value 75.2%, while the service quality of product has less influence with β value 12,8%.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-09-105 |
| Call Number: | TM/10/104 |
| NIM/NIDN Creators: | 55107110033 |
| Uncontrolled Keywords: | RISET BISNIS, mps, manajemen pemasaran |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 23 Feb 2010 11:41 |
| Last Modified: | 14 Jul 2022 02:54 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/26845 |
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