KESESUAIAN KENYATAAN DAN HARAPAN KUALITAS PELAYANAN KLAIM ASURANSI PADA PT JASARAHARJA PUTERA PALEMBANG MENURUT PERSEPSI PELANGGAN
| Main Author: | Febby Dwi, Saputra |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2016
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| Subjects: | |
| Online Access: |
http://eprints.polsri.ac.id/3087/1/COVER.pdf http://eprints.polsri.ac.id/3087/2/BAB%20I.pdf http://eprints.polsri.ac.id/3087/3/BAB%20II.pdf http://eprints.polsri.ac.id/3087/4/BAB%20III.pdf http://eprints.polsri.ac.id/3087/5/BAB%20IV.pdf http://eprints.polsri.ac.id/3087/6/BAB%20V.pdf http://eprints.polsri.ac.id/3087/7/DAFTAR%20PUSTAKA.pdf http://eprints.polsri.ac.id/3087/ |
Daftar Isi:
- The title of the report is the suitability of the reality and expectation of service quality insurance claims on PT Jasaraharja Putera Palembang according to customer perception. The report conduted to known percent of the reality and expectation, the suitability of the comparison between realitiy and expectations, and insurance claims service quality dimensions that must be improved and maintained by PT Jasaraharja Putera Palembang. The object of this report is PT Jasaraharja Putera Palembang on the part of insurance claims. The author used questionnaires, interview, and research libraries in data collection. The analysis technique used are quantitative and qualitative techniques. The result showed the quality of claims service with an average based on the fact that 73,98% and 90,25% expectation that, because having a high suitability of 81,92% and the fact of 9.247 is smaller than the expectations of 11.281 so that said the performance of employees who do not meet customer expectations and there are several dimensions that should be improved and mantained. The authors suggest the company should pay attention to the fact that the services provided in accordance with customer expectations to created a good perception to the customers so that the customer are satisfied with the quality of service of the company by the company must increase and maintain the multiple dimensions of service quality insurance claims