scholarly journals Pengaruh Premi, Risiko, Kualitas Pelayanan Islami terhadap Minat Menjadi Nasabah Asuransi Prudential Syariah Bogor

2021 ◽  
Vol 5 (1) ◽  
pp. 38-49
Author(s):  
Fadinda Nurhaliza ◽  
Ahmad Mulyadi Kosim ◽  
Abrista Devi
Keyword(s):  
Service Quality ◽  
Insurance Companies ◽  
Minimal Risk ◽  
Insurance Company ◽  
Analysis Method ◽  
Good Service ◽  
Service Companies ◽  
Risk Variable ◽  
Premium Risk

In the current era of globalization, the insurance world in Indonesia is experiencing very sharp competition between insurance companies and makes the company the most superior. The company's competition is not except for insurance service companies. Every insurance company hopes to achieve its goals, grow every year, and achieve success. This success can come from affordable insurance premiums, minimal risk and good service quality. This study aims to see the effect of premium, risk and quality of Islamic services on interest in becoming a customer at Prudential Syariah Bogor Insurance. The method used in this study is a quantitative method. The population in this study is the Bogor Sharia Prudential Insurance customers with a sample of 80 respondents. The data analysis method used is SEM-PLS. research results show that: 1) The premium variable has a positive and significant effect on interest in becoming a customer, 2) The risk variable has a positive but not significant effect on interest in becoming a customer, 3) Islamic service quality variable has a positive and significant effect on interest in becoming a customer. For Prudential Syariah Bogor Insurance can conduct research and risk measurement for the development of insurance products so that they can offer insurance products that facilitate a wider variety of risks, the greater the public's desire to use insurance services.  

PENGARUH PELAYANAN PINJAMAN KREDIT TERHADAP KEPUTUSAN MEMBELI PADA PT. BESS FINANCE CABANG LEUWILIANG BOGOR

2019 ◽  
Vol 9 (1B) ◽  
pp. 75
Author(s):  
Syarief Gerald Prasetya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Good Service ◽  
Five Dimensions ◽  
Service Companies ◽  
Physical Evidence ◽  
Fifth Dimension ◽  
Instrument Measuring

Quality of care is the central point for service companies because it will mempengruhi customer satisfaction. It is intended that all the goods or services being offered will have a good place in the eyes of society. Customer satisfaction will occur if service quality is good, where good service quality includes five dimensions of service quality, namely: physical evidence (tangible), reliability (realibility), responsiveness (responsiveness), assurance (assurance), several benefits, including relationships between the company and its customers to be harmonious, allowing repurchase and creation of customer loyalty and member recommendation by word of mouth (word of mouth) that benefit the company. Provide the best services, responsiveness dimension includes the willingness of employees to help customers and provide prompt delivery, assurance dimension includes courtesy of employees and their ability to evoke a sense of trust and confidence of consumers, as well as the dimensions of empathy that includes a sense of caring and concern given to the customer. The fifth dimension beyond so-called SERVQUAL (service quality), which is an instrument measuring the quality of service.Keyword:Service quality

ACHIEVING CUSTOMER SATISFACTION DEPENDING ON THE QUALITY OF SERVICE REQUIREMENTS OF INSURANCE COMPANIES IN IRAQ

2021 ◽  
Vol 3 (4) ◽  
pp. 253-263
Author(s):  
Marwa Jamal OMAR
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Organizational Performance ◽  
Insurance Companies ◽  
Insurance Company ◽  
Economic Sectors ◽  
Correlation Relationship ◽  
Insurance Portfolio

The issue of service quality has become a constant concern of writers and researcers as it affects all economic sectors. The level of services that the insurance company provides may be one of the factors that affect attracting the insured, especially if we take into consideration the multiplicity of insurance companies and the openness of Arab markets to international companies that offer the same insurance products. Accordingly, the quality of service is one of the most important variables that distinguish any company from its competitors. The most important factor in attracting new customers or retaining existing ones. Therefore, insurance companies seek to increase the quality of their services in order to increase their market share, enhance their competitiveness, and ensure survival. The descriptive approach was used in the research, and the questionnaire and interviews were among the most important tools used as well. The statistical program (SPSS) was used to analyze the results of the applied research and test hypotheses, and the National Insurance Company was the subject of the research study. A sample of (39) people were selected who received compensation from the fire insurance portfolio. For the purpose of testing hypotheses, many statistical methods were used, which helped in reaching specific results. In light of these results, a number of conclusions were reached, the most important of which is the existence of a correlation relationship between the variables of insurance service quality and customer satisfaction in the company in question. The results were consistent with the research hypotheses. Finally, the researcher put forward a set of recommendations to the company depending on the results of the research. Among the recommendations that were made is the establishment of a unit in the organizational structure that is concerned with the quality of organizational performance and is attached directly to the higher management. It should be called a department or unit of quality and reliability assurance

scholarly journals Pengaruh Penerapan E-Filling Perpajakan, Kualitas Pelayanan, Kesadaran Wajib Pajak, dan Sanksi Perpajakan pada Kepatuhan WPOP

2020 ◽  
Vol 30 (5) ◽  
pp. 1183
Author(s):  
I Putu Ardhian Janu Mahendra ◽  
I Ketut Budiartha
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Analysis Method ◽  
Good Service ◽  
Data Analysis Method

This study aims to determine the effect of e-filling forwarding, quality, taxpayer awareness, and tax sanctions on individual taxpayer compliance at East Denpasar KPP. The data analysis method used is multiple linear regression. The results of this study indicate that the good application of e-filling, quality of service, awareness of taxpayers, and tax penalties have a significant effect on the compliance of individual taxpayers who are registered at the East Denpasar KPP. This research can be used as a motivation for KPT Prtama East Denpasar to be able to maintain good service quality for the satisfaction and comfort of taxpayers to carry out their tax obligations. Keywords: Application of E-Filing; Service Quality; Taxpayer Awareness; Tax Sanctions; Obedience.

scholarly journals The Effect of Branding Quality and Service Quality on Customer Satisfaction through Financial Technology (FinTech) at PT. WOM Finance Branch Rantauprapat

2021 ◽  
Vol 4 (2) ◽  
pp. 2995-3004
Author(s):  
Fani Pramaswari ◽  
Ade Parlaungan Nasution ◽  
Siti Lam’ah Nasution
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Participation ◽  
Quality Service ◽  
Consumer Loyalty ◽  
Good Service ◽  
Service Companies ◽  
Digital Era ◽  
Financial Technology

In today's digital era, service companies are competing to improve the quality of their companies. By providing good service to make it easier for consumers to be more loyal, one form of strategy that is currently being carried out by service companies. PT WOM Finance provides a much better service to further increase consumer loyalty to the company through Financial Technology (Fintech), which currently WOM Finance is much better for its branding. The influence of quality is what will make it easier for them to get maximum results every month. This research was conducted by means of the Normality assessment test with five variables of Branding Quality, Service Quality, Customer Satisfaction, and the Intervening Fintech Variable with the number of respondents as many as 150 customers. The results of this study indicate that partially the quality of branding, service quality on customer satisfaction through financial technology has a significant effect on customer participation by increasing the company's profit.

scholarly journals The Effect of Service Quality on Gojek Online Customer Satisfaction

2021 ◽  
Vol 2 (2) ◽  
pp. 134-145
Author(s):  
Muhammad Rizqi ◽  
Afriapollo Syafarudin
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Good Service ◽  
Service Companies ◽  
Consumer Expectations ◽  
Partial Least Square Analysis

Good service quality can be a competitive advantage for service companies. Quality of service is also the key to success. Whether or not the quality of service for goods or services depends on the ability of producers to consistently meet consumer expectations. Service quality is said to be satisfactory if the service felt is the same or exceeds the expected service quality. Services like this are perceived as quality and satisfying services. These consumer expectations are reflected in good service, warm hospitality, courtesy, punctuality, and speed which are important values ​​expected by consumers. Satisfied consumers will indirectly encourage word-of-mouth recommendations, and can even improve the company's image in the eyes of consumers. Therefore, service quality must be the main focus of company attention because it can create customer satisfaction. This study aims at the influence of service quality on customer satisfaction. Respondents of this study used 100 research samples on Gojek brothers, the tools used in this study were using the PLS (Partial Least Square) analysis method. The results of the analysis of this study are the effect of service quality on customer satisfaction

scholarly journals INCREASING THE COMPETITIVENESS OF INSURANCE COMPANY PRODUCTS AND SERVICES USING ECONOMIC AND MATHEMATICAL MODELING METHODS

2021 ◽  
Author(s):  
Mykhailo Demydenko ◽  
Ihor Pistunov
Keyword(s):  
Mathematical Model ◽  
Social Activity ◽  
Insurance Companies ◽  
Comprehensive System ◽  
Insurance Company ◽  
Competitive Advantages ◽  
Insurance Policy ◽  
Insurance Policies ◽  
The Impact

The competitiveness of an insurance company depends on the competitiveness of the products and services it introduces in the market. The competitive advantages of the insurance company are expressed in the attractiveness and competitiveness of insurance policies. An economic and mathematical model of increasing the competitiveness of the insurance company is proposed, which allows to calculate the integrated indicator of competitiveness of the insurance policy based on a comprehensive system of indicators characterizing the reliability of the insurance company, quality of its services, competitiveness, social activity. To analyze the impact of these indicators on the competitiveness of the insurance policy and identify areas for improving the efficiency and competitiveness of the insurance company. The competitiveness of an insurance company depends on the competitiveness of the products and services it introduces in the market. The assessment of the quality of insurance company services is compliance with the needs, requirements, and insurance interests of customers. This assessment is performed each time an individual client chooses to cooperate with an insurance company that meets his insurance interests and wishes. Therefore, the overall competitiveness of the enterprise depends on the competitiveness of products and services offered on the market. The competitive advantages of the insurance company are expressed in the attractiveness and competitiveness of insurance policies. The insurance market in recent years has shown consistently high growth, which makes it attractive for doing business. In these conditions, the task of modeling the activities of the insurance company in a highly competitive market environment becomes relevant. A mathematical model of increasing the competitiveness of the insurance company is proposed, which allows to calculate the integrated indicator of competitiveness of the insurance policy based on a comprehensive system of indicators characterizing the reliability of the insurance company, quality of its services, competitiveness, social activity. With the proposed model, insurance companies can objectively assess their weaknesses and strengths to ensure continuous growth and decent competition in a competitive market environment. The model allows you to select performance indicators and perform modeling and determine the consequences of changes in this indicator, analyze the impact of these indicators on the competitiveness of insurance policies and identify areas for improving the efficiency and competitiveness of the insurance company. By conducting such experiments, insurance companies can make more informed choices and decisions, analyze areas of competitiveness, and more efficiently allocate resources.

scholarly journals Analisis kualitas pelayanan bus pariwisata dengan metode service quality dan importance performance analysis

2019 ◽  
Vol 11 (2) ◽  
pp. 144
Author(s):  
Eka Indah Yulistyari ◽  
Chotibul Umam ◽  
M. Reiza Fachrozy
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Analysis Method ◽  
Transportation Services ◽  
Bus Services ◽  
Clear Information ◽  
Bus Transportation

PO. Saztro Holidays is one of the bus transportation services companies in the Serang area that focuses on tourism routes. The purpose of this study is to know the quality of tourism bus services through customer satisfaction and complaints, besides as knowing the importance of priority attributes to be repaired. The methods of collecting data using a questionnaire involving 30 respondents to tourism bus consumers. This study uses the SERVQUAL method (reliability, responsiveness, assurance, empathy, tangible) and Importance Performance Analysis (IPA). The results of the study using the SERVQUAL method obtained an overall gap value of -0.852, which states that the services provided by PO. Saztro Holidays still does not provide satisfaction to consumers. Improvement efforts to increase satisfaction with Tourism bus services using the Importance Performance Analysis method in quadrant I (top priority) using SPSS 19 through a cartesius diagram obtained as many as 13 attributes. The most important attributes that are the main priority in repairs to match the expectations of consumers with the value of the suitability level of 78.04, namely the attributes of the availability of clear information marks.

scholarly journals USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTION

2017 ◽  
Vol 14 (1) ◽  
pp. 82
Author(s):  
Larissa Maria Argollo de Arruda Falcão ◽  
Taciana De Barros Jerônimo ◽  
Fagner José Coutinho de Melo ◽  
Joas Tomaz de Aquino ◽  
Denise Dumke de Medeiros
Keyword(s):  
Point Of View ◽  
Service Performance ◽  
Level Of Service ◽  
Future Research ◽  
Good Service ◽  
Administrative Services ◽  
Service Companies ◽  
Basic Performance

This  paper  use  SERVQUAL measure  for  assessingthe  quality  of  the  administrative  services  in  a  large  mall,located in Brazil,  seen from the point of view of the currentservice  providers.  A questionnaire  was  used  to  interview 68service companies, and 5 CEO mall of this case of study. Twofactors were compared: the expectations and perceptions of theservice  providers,  the  comparison  enabled  the  strengths  andweaknesses of the quality perceived of the services offered bythe  mall  were  undertaken  as  a  case  study. Understand whatfeatures  and  level  of  service  must  have  in  order  to  meetconsumer needs, against on how consumers perceive the actualmall  performance  in  the  context  of  what  they  expected  to ensuring  good  service  to  classify  into  three  categories  offactors:  Basic,  Performance  and  Excitement.The  findings  ofthis study may prompt future research to create a new tool tohelp those managers and service companies in the process ofmaking decisions aimed at improving the strategic relationshipwith retail companies and thus to improve the quality of themall  services.  One  contribution  of  this  study  is  the  simpleproposed model used to understanding how quality processesaffect each organizational dimension of service performance.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals Bahasa Indonesia

2018 ◽  
Vol 7 (5) ◽  
pp. 2823
Author(s):  
Ni Kadek Sri Yunia Wahyuni ◽  
Ni Wayan Ekawati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Business Growth ◽  
Good Service ◽  
Analysis Techniques ◽  
The Relationship ◽  
Bahasa Indonesia

Along with the growing business growth in shipping services, it creates intense competition, so in order to survive and win the company customers are required to optimize the quality of service and satisfy its customers. Therefore this study aims to determine the effect of service quality on word of mouth mediated by customer satisfaction variables. Population in this research is society which have used service delivery of TIKI. This research was conducted in Denpasar with sample of 110 respondents. Data analysis techniques used consist of path analysis and Sobel Test. The results showed that service quality and customer satisfaction had positive and significant effect on word of mouth. Customer satisfaction is significantly able to mediate the relationship between service quality to word of mouth. This result confirms that good service quality can increase consumer satisfaction of a service with so satisfied consumer will influence other consumer through word of mouth.

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