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HUBUNGAN KUALITAS PELAYANAN SEBELUM PENJUALAN DAN KUALITAS PELAYANAN SETELAH PENJUALAN DENGAN PENDAPATAN PREMI LANGSUNG PADA PT ASURANSI STACO MANDIRI (KANTOR CABANG UTAMA)

YANTI HENDRAENI

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Title HUBUNGAN KUALITAS PELAYANAN SEBELUM PENJUALAN DAN KUALITAS PELAYANAN SETELAH PENJUALAN DENGAN PENDAPATAN PREMI LANGSUNG PADA PT ASURANSI STACO MANDIRI (KANTOR CABANG UTAMA)
Author YANTI HENDRAENI
Abstract This thesis is about connection quality service pre sales and quality service pasca sales with direct premium income of PT Asuransi Staco Mandiri (Bough Office). This thesis researches to find out if any significant influence between and client satisfaction. Thus, to measure connection the service quality uses 5 dimensions of quality service to determine client satisfaction level. There are 1) Reliability, 2) Responsiveness, 3) Assurance, 4) Empathy, and 5) Tangible. Population in this research is 137 individual insured in PT Asuransi Staco Mandiri (Bough Office). The sample were subjected to experiments as many as 58 respondents. As for the processing of the data were analyzed to test validity and reability using Alpha Cronbach formula with the help of computer program SPSS 17.0 for windows. Analysis technique used multiple linear regression analysis. From the analysis it was found that variabel quality service pre sales and quality service pasca sales simultaneously together have a connection with direct premium income of PT Asuransi Staco Mandiri (Branch Office). Keywords : quality service pre sales, quality service pasca sales, and direct premium income
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