Putri, Siti Nurhaliza Istya and Eka Agustinigtias, S.AB., M.AB (2024) AnalisisCustomer Centric dengan menggunakan Net Promoter Score (NPS) pada PT Zurich Asuransi Indonesia. Diploma thesis, Universitas Brawijaya.
Abstract
Pada era bisnis yang semakin kompetitif, memiliki strategi yang tepat sangatlah penting untuk menghadapi persaingan pasar. Terutama dalam industri asuransi yang semakin ketat, perusahaan harus berupaya keras untuk mempertahankan pelanggan setia. Jika tidak mampu menerapkan strategi yang efektif, perusahaan dapat mengalami kesulitan dalam bersaing, kehilangan pangsa pasar, dan menurunnya loyalitas pelanggan, yang pada akhirnya berdampak negatif pada kinerja dan keberlanjutan perusahaan.Pendekatan customer centricdan penggunaan metrik NetPromoter Score(NPS) menjadi sangat penting dalam industri asuransi untuk meningkatkan kepuasan dan loyalitas pelanggan. Customer centric adalah pendekatan bisnis yang memprioritaskan kebutuhan dan kepuasan pelanggan dalam semua aspek perusahaan.NPS secara efektif mengukur tingkat kepuasan dan loyalitas melalui satu pertanyaan sederhana tentang kemungkinan pelanggan merekomendasikan layanan perusahaan.Penelitian ini bertujuan menganalisis penerapan pendekatan customercentricmenggunakan Net Promoter Score (NPS) di PT Zurich Asuransi Indonesia. Pada tahun 2023, penyebaran survei NPS sebanyak 2.405.039, dengan 20.944 responsditerima dan 13.518 respon terkategorisasi. Hasil penelitian menunjukkan bahwa meskipun sudah melakukan beberapa upaya, masih terdapat kendala seperti selisih tingkat respons dan respon terkategorisasi. Beberapa pelanggan merasa lelah atau jenuh karena tidak jarangdiminta mengisi survei yang sama tanpa melihat perkembangan signifikan dari feedbackyang diberikan.
English Abstract
vSUMMARYIn an increasingly competitive business era, having the right strategy is very important to face market competition. Especially in an increasingly tight insurance industry, companies must strive hard to maintain customer loyalty. If a company is unable to implement an effective strategy, it can experience difficulties in competing, lose market share, and decrease customer loyalty, which ultimately has a negative impact on the company's performance and desirability. A customer centric approach and the use ofNet Promoter Score (NPS) metrics have become very important in the insurance industry to increase customer satisfaction and loyalty. Customer centric is a business approach that prioritizes customer needs and satisfaction in all aspects of the company. NPS effectively measures satisfaction and loyalty levels through one simple question about a customer's likelihood of recommending a company's services. This research aims to analyze the implementation of a customer centric approach using Net Promoter Score (NPS) at PT Zurich Asuransi Indonesia. In 2023, NPS survey distribution will be 2,405,039, with 20,944 responses received and 13,518 categorized responses. The research results show that even though several efforts have been made, there are still obstaclessuch as differences in response rates and categorized responses. Some customers feel tired or bored because they are often asked to fill out the same survey without seeing significant developments in the feedback provided.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 052417 |
| Uncontrolled Keywords: | Customer centric, Net Promoter Score(NPS), Kepuasan pelanggan, Loyalitas pelanggan, PT Zurich Asuransi Indonesia, Strategi bisnis.- Customer centric, Net Promoter Score (NPS), Customer satisfaction, Customer loyalty, PT Zurich Asuransi Indonesia, Business strategy. |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 21 Aug 2024 07:28 |
| Last Modified: | 21 Aug 2024 07:28 |
| URI: | http://repository.ub.ac.id/id/eprint/224442 |
![[thumbnail of DALAM MASA EMBARGO]](http://repository.ub.ac.id/style/images/fileicons/text.png) |
Text (DALAM MASA EMBARGO)
Siti Nurhaliza Istya Putri.pdf Restricted to Registered users only Download (4MB) |
Actions (login required)
 |
View Item |