ANALISIS PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN ASURANSI PT AXA FINANCIAL INDONESIA

FAIDAH, NUR (2020) ANALISIS PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN ASURANSI PT AXA FINANCIAL INDONESIA. S1 thesis, Universitas Mercu Buana.

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Abstract

This study aims to analyze the effect of service quality and customer satisfaction on Axa Financial Indonesia's insurance customer loyalty. The population of this research is that they have submitted claims and participated in the program until the protection period ends. The population size is unknown. The sample used was 130 respondents. The sampling method uses purposive sampling. Data collection methods using survey methods, the research instrument is a questionnaire. Data analysis method uses Partial Least Square. This research proves that service quality has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Keywords: Service quality, Customer satisfaction, Customer loyalty, Axa Financial Indonesia's insurance. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan kepuasan pelanggan terhadap loyalitas pelanggan asuransi PT.Axa Financial Indonesia. Populasi dalam penelitian ini adalah sudah pernah mengajukan klaim dan ikut serta program sampai masa berlaku perlindungan berakhir. Untuk jumlah populasi tidak diketahui. Sampel yang dipergunakan adalah sebanyak 130 responden. Metode penarikan sampel menggunakan purposive sampling. Metode pengumpulan data menggunakan metode survei, dengan instrumen penelitian adalah kuesioner. Metode analisis data menggunakan Partial Least Square. Penelitian ini membuktikan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap loyalitas pelanggan. Kepuasan pelanggan berpengaruh positif dan signifikan terhadap loyalitas pelanggan. Kata Kunci : Kualitas Pelayanan, Kepuasan Pelanggan, Loyalitas Pelanggan, Asuransi PT Axa Financial.

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 20 065
NIM/NIDN Creators: 43115110032
Uncontrolled Keywords: Kualitas Pelayanan, Kepuasan Pelanggan, Loyalitas Pelanggan, Asuransi PT Axa Financial.
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 28 Feb 2022 15:29
Last Modified: 04 Mar 2022 04:41
URI: http://repository.mercubuana.ac.id/id/eprint/56918

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