RistaRestyanti (2009) Pengaruh Dimensi Kualitas Pelayanan Prima PT. Jasa Raharja (PERSERO) Perwakilan Malang Terhadap Kepuasan Klaimen Asuransi.(studi kasus pada korban kecelakaan lalulintas jalan asuransi Jasa Raharja Pe. Sarjana thesis, Universitas Brawijaya.
Abstract
Jenis penelitian ini merupakan studi kasus pada korban kecelakaan lalulintas jalan asuransi Jasa Raharja Perwakilan Malang dengan judul Pengaruh Dimensi Kualitas Pelayanan Prima PT. Jasa Raharja (PERSERO) Perwakilan Malang Terhadap Kepuasan Klaimen Asuransi . Tujuan dari penelitian ini adalah untuk mengetahui (1) untuk mengetahui pengaruh secara simultan dan secara parsial dimensi kualitas pelayanan prima asuransi PT. Jasa Raharja Perwakilan Malang yang terdiri dari Reliability, Responsiveness, Assurance, Empathy, dan Tangibles terhadap kepuasan klaimen asuransi Jasa Raharja Perwakilan Malang (2) Untuk mengetahui dan menganalisis diantara dimensi kualitas pelayanan prima asuransi yang ada, dan mempunyai pengaruh dominan terhadap kepuasan klaimen asuransi PT. Jasa Raharja Perwakilan Malang. Alat yang digunakan untuk menganalisa data yang ada pada penelitian ini adlah dengan menghitung 6 kelompok besar, yaitu ; Uji Validitas, Uji Reliabilitas, Uji Asumsi Klasik (meliputi: Uji Normalitas, Uji Non Heteroskedastisitas), Uji Non Multikolinearitas, Uji Non Autokorelasi), Regresi Berganda, Uji F, Uji t. Alat analisis data ini digunakan untuk melihat pengaruh dimensi kualitas pelayanan prima apakah berpengaruh secara signifikan atau secara tidak signifikan terhadap kepuasaan klaimen. Dari hasil penelitian yang digunakan,dapat disimpulkan bahwa terdapat pengaruh yang signifikan dari variabel Responsiveness, Assurance, dan Tangibles sedangkan dua variabel lainnya, yaitu variabel empathy dan reliability tidak berpengaruh secara signifikan terhadap kepuasan klaimen. Berdasarkan hasil perhitungan uji regresi parsial dapat diketahui bahwa variabel assurance mempunyai pengaruh dominan diantara keempat variabel bebas lainnya.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2009/88/050900679 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Endang Susworini |
| Date Deposited: | 10 Mar 2009 15:07 |
| Last Modified: | 23 Oct 2021 17:57 |
| URI: | http://repository.ub.ac.id/id/eprint/104630 |
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