| Title | PENGARUH KUALITAS PELAYANAN PENUTUPAN ASURANSI DAN KUALITAS PELAYANAN KLAIM PRODUK ASURANSI KPR TERHADAP KEPUASAN KANTOR CABANG PT BANK PEMBANGUNAN DAERAH JAWA BARAT DAN BANTEN (BANK BJB) DI PT NUSANTARA INSURANCE BROKER & CONSULTANT |
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| Author | PALUPI NURMASARI |
| Date Issued | 08/23/2018 |
| Subject | KUALITAS PELAYANAN dan KEPUASAN NASABAH |
| Abstract | Penelitian ini berjudul Pengaruh Kualitas Pelayanan Penutupan Asuransi dan Kualitas Pelayanan Penanganan Klaim Produk Asuransi KPR terhadap Kepuasan Nasabah (Bank BJB) di PT Nusantara Insurance Broker & Consultant. Tujuan dari penelitian ini untuk mengetahui pengaruh kualitas layanan kepuasan nasabah baik secara bersama-sama ataupun sebagian pada PT Nusantara Insurance Broker & Consultant. PT Nusantara Insurance Broker & Consultant adalah perusahaan keperantaraan asuransi yang telah berdiri sejak tahun 2008. Jenis penelitian yang digunakan dalam penelitian ini adalah penelitian deskriptif yang menggunakan pendekatan kuantitatif. Teknik analisa yang digunakan adalah teknik analisa deskriptif dan dengan menggunakan regresi berganda. Sedangkan sampel teknik yang digunakan adalah non probability sampling yang menggunakan total sampel sebesar 39 orang. Berdasarkan hasil dari penelitian ini bahwa kualitas layanan yang terdiri dari kehandalan, kepastian, kenyataan, empati dan daya tanggap memiliki pengaruh signifikan terhadap kepuasan pelanggan dengan nilai sig. 0.000 < 0.050. Kata kunci : Kualitas Pelayanan (Reliability, Assurance, Tangibles, Emphaty, Responsiveness), Kepuasan Nasabah |
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| Size : | 0.12 MB | Description : | Bab 1 |
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| Size : | 1.19 MB | Description : | Judul |
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| Size : | 0.35 MB | Description : | bab 2 |
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| Size : | 0.26 MB | Description : | bab 3 |
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| Size : | 0.50 MB | Description : | bab 4 |
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| Size : | 0.06 MB | Description : | bab 5 |
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| Size : | 0.05 MB | Description : | daftar pustaka |
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| Size : | 1.47 MB | Description : | lampiran |
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