Importance and performance analysis nasabah produk Takaful Kesehatan Kumpulan studi kasus pada PT. Asuransi Takaful Keluarga = Importance and performance analysis customer Group Health Takaful products : case study in PT. Asuransi Takaful Keluarga / Handi Surya Adiguna
| Main Author: | Handi Surya Adiguna, author |
|---|---|
| Format: | Masters Bachelors |
| Terbitan: |
Program Pascasarjana Universitas Indonesia
, 2013
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| Subjects: | |
| Online Access: |
http://lib.ui.ac.id/file?file=digital/20329598-T-Handi Surya Adiguna.pdf |
Daftar Isi:
- <b>ABSTRAK</b><br> Penelitian ini bertujuan untuk mengidentifikasi karakteristik nasabah, mengetahui atribut-atribut yang dianggap penting oleh nasabah, mengetahui kinerja atribut pelayanan dan untuk mengetahui tingkat kepuasan nasabah produk Takaful Kesehatan PT Asuransi Takaful Keluarga. Sampel yang digunakan sebanyak 89 sampel dengan teknik purposive sampling. Pengumpulan data menggunakan kuisioner dilakukan pada bulan Desember 2012 terhadap nasabah produk Takaful Kesehatan Kumpulan. Pengolahan data menggunakan Importance and Performance Analysis dan Costumer Satisfaction Index. Hasil Importance and Performance Analysis menujukkan bahwa faktorfaktor yang harus mendapat prioritas utama untuk memperbaiki kinerja pelayanan adalah atribut yang berada pada kuadran A diagram kartesius yaitu : prosedur klaim, kecepatan waktu pelayanan dan tindakan yang cepat pada saat peserta membutuhkan pelayanan. Hasil analisis Costumer Satisfaction Index menunjukkan bahwa tingkat kepuasan nasabah secara keseluruhan terhadap atribut kualitas pelayanan produk Takaful Kesehatan Kumpulan berdasarkan nilai CSI sebesar 63% yang berarti tingkat kepuasan terletak diantara 0,51-0,65 yang berarti nasabah merasa cukup puas terhadap kinerja atribut pelayanan produk Takaful Kesehatan Kumpulan. <hr> <b>ABSTRACT</b><br> This study aimed to identify the characteristics of customers, knowing the attributes considered important by customers, determine the performance of service attributes and to determine the level of customer satisfaction products Group Health Takaful PT Asuransi Takaful Keluarga. Samples used as many as 89 samples by purposive sampling technique. Data collection using questionnaires was conducted in December 2012 against a collection of client Group Health Takaful products. processing data using Importance and Performance Analysis and Costumer Satisfaction Index. Importance and Performance Analysis results showed that the factors that should receive top priority for improving the performance of the service are the attributes that are in quadrant A Cartesian diagram, namely: claims procedure, the speed of service time and quick action when participants need servicing. The results of the analysis of Customer Satisfaction Index shows that the overall level of customer satisfaction to service quality attributes Health Takaful products based on the value of CSI by 63% which means the satisfaction level is between 0.51 to 0.65, which means customers are quite satisfied with the performance of service attributes Health Takaful products