PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN DAMPAKNYA TERHADAP KEPERCAYAAN TERTANGGUNG ASURANSI KENDARAAN BERMOTOR PADA ASURANSI JASINDO (PERSERO) KANTOR CABANG PALU
| Main Authors: | Mutakim, Mulyana Zainal, Bachri, Syamsul, Wahyuningsih, Wahyuningsih |
|---|---|
| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Katalogis
, 2018
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| Subjects: | |
| Online Access: |
http://jurnal.untad.ac.id/jurnal/index.php/Katalogis/article/view/11328 http://jurnal.untad.ac.id/jurnal/index.php/Katalogis/article/view/11328/8732 |
Daftar Isi:
- The aims of this research are: 1) to determine and analyze the influence of service quality on customers’ satisfaction; 2) to determine and analyze the influence of service quality on customers’ trust; 3) to determine and analyze the influence of customers’ satisfaction on trust. Type of study is explanatory in explaining the relationship between variables studied by involving 180 customers of four-wheel motor vehicles in Palu with probability sampling technique. Based on the result of SEM testing, the study find that; 1) service quality has positive and significant influence on customers’ satisfaction; 2) service quality has positive and significant influence on customers’ trust; 3) customers’ satisfaction has positive and significant influence on customers’ trust.