OPTIMALISASI PROFITABILITAS DI PT ASURANSI BINTANG Tbk DENGAN MENGGUNAKAN PENDEKATAN SERVICE PROFIT CHAIN
| Main Authors: | , Nureni Susilowati, , Drs.Wakhid Slamet Ciptono,, MBA., MPM., Ph.D. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2013
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/125634/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=65804 |
Daftar Isi:
- The purpose of this research is to identify are there any positive correlation between each variable in the service profit chain in PT Asuransi Bintang Tbk, i.e. Variables in the service profit chain concept are the quality of internal services, employee satisfaction, employee loyalty, customer perception of external service quality and value of relations, customer satisfaction, customer loyalty and profitability In this study, the authors use the service profit chain approach (Hessket, 1994), which connects the elements of employee and company performance, for the prominence of increasing the profitability of the organization in the service industry. Research sample was 156 employees and 100 customers. Data were analyzed using Pearson product moment correlation and descriptive analysis. The results showed that there is a positive correlation between each variable in the service profit chain in PT Asuransi Bintang Tbk, i.e. there is a positive correlation between the quality of internal services with employee satisfaction, employee satisfaction with employee loyalty, employee loyalty with customer perception of external service quality and value of relations, customer perception of external service quality and value of relationships with customer satisfaction, customer satisfaction and customer loyalty and customer loyalty to profitability in PT Asuransi Bintang Tbk Therefore, management should pay a great attention to the quality of internal services as a door opener of optimal profit chain creation and employees as the company's main resource, as it is the employees who interact directly with customers in the delivery of insurance services, so as to encourage the optimal revenue earnings.