ANALISIS PENGARUH KUALITAS PELAYANAN, PREMI DAN KEPUASAN NASABAH TERHADAP KEPUTUSAN MEMPERPANJANG POLIS ASURANSI KESEHATAN (Studi Kasus Pada PT Asuransi Sinar Mas Jakarta)

KURNIAWAN, RIZKI (2019) ANALISIS PENGARUH KUALITAS PELAYANAN, PREMI DAN KEPUASAN NASABAH TERHADAP KEPUTUSAN MEMPERPANJANG POLIS ASURANSI KESEHATAN (Studi Kasus Pada PT Asuransi Sinar Mas Jakarta). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research aims to understand the influence of the quality of services , the premium and customer satisfaction of the decision extend an insurance policy health in Sinar Mas Insurance Jakarta. The object of this study is insurance customers who have at least had insurance for 2 years. The study is done on 93 respondents with using formulas sample slovin. Data collection techniques used in this research was the questionnaire and source of the data used was primary data. Analysis the data used was descriptive analysis quantitative. Data analysis was conducted using analysis partial least square with smartPLS 3.0 program. This research result indicates that the variable the quality of services have had a positive impact and significant of the decision extend an insurance policy , variable the premium do not affect of the decision extend an insurance policy and satisfaction customers have had a positive impact and significant of the decision extend. Keywords: the quality of service, the premium, customer satisfaction, the decision extend insurance Penelitian ini bertujuan untuk mengetahui pengaruh Kualitas Pelayanan, Premi dan Kepuasan Nasabah terhadap Keputusan Memperpanjang Polis Asuransi Kesehatan pada PT. Asuransi Sinar Mas Jakarta. Objek pada penelitian ini adalah nasabah asuransi yang minimal sudah memiliki asuransi selama 2 tahun. Penelitian ini dilakukan terhadap 93 responden dengan menggunakan rumus sampel Slovin. Teknik pengumpulan data yang dipakai dalam penelitian ini adalah kuesioner dan sumber data yang digunakan adalah data primer. Analisis data yang digunakan adalah analisis deskriptif kuantitatif. Analisis data dilakukan dengan menggunakan analisis Partial Least Square dengan program SmartPLS 3.0. Hasil penelitian ini menunjukkan bahwa variabel Kualitas Pelayanan berpengaruh positif dan signifikan terhadap Keputusan Memperpanjang Polis Asuransi, variabel Premi tidak berpengaruh terhadap Keputusan Memperpanjang Polis Asuransi dan Kepuasan Nasabah berpengaruh positif dan signifikan terhadap Keputusan Memperpanjang Polis Asuransi. Kata kunci : Kualitas Pelayanan, Premi, Kepuasan Nasabah, Keputusan Perpanjang Asuransi

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 19 220
NIM/NIDN Creators: 43114110148
Uncontrolled Keywords: Kualitas Pelayanan, Premi, Kepuasan Nasabah, Keputusan Perpanjang Asuransi
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.434 Process Management Programs/Program Manajemen Proses
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.4 System Programming and Programs/Sistem Pemrograman dan Program > 005.43 Operating System/Sistem Operasi > 005.435 Memory Management Programs/Program Manajemen Memori
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 060 General Organizations, Foundations, and Museology/Organisasi-organisasi Umum, dan Museologi > 069 Museology (Museum science)/Museologi > 069.6 Personnel Management of Museum/Manajemen Personalia Museum > 069.63 Personnel Management/Manajemen Personalia
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Virda Syifa
Date Deposited: 07 Feb 2019 06:30
Last Modified: 21 May 2022 07:36
URI: http://repository.mercubuana.ac.id/id/eprint/47035

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