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Anteseden dan konsekuensi dari customer satisfaction dan affective commitment pada industri asuransi


Oleh : Muhammad Erdwin Harviyanto

Info Katalog

File Jurnal : 00000000000000096479.pdf

Nomor Panggil : 2019_TA_MJ_022150040

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2019

Pembimbing 1 : Luki Adiati Pratomo

Subyek : Customer participation;Marketing management;customer relational value,

Kata Kunci : customer satisfaction, affective commitment.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2019_TA_MJ_022150040_Halaman-Judul.pdf 720.99
2. 2019_TA_MJ_022150040_Bab-1.pdf 592.58
3. 2019_TA_MJ_022150040_Bab-2.pdf 742.28
4. 2019_TA_MJ_022150040_Bab-3.pdf 1101.71
5. 2019_TA_MJ_022150040_Bab-4.pdf 750.22
6. 2019_TA_MJ_022150040_Bab-5.pdf 522.37
7. 2019_TA_MJ_022150040_Daftar-Pustaka.pdf 727.54
8. 2019_TA_MJ_022150040_Lampiran.pdf 2781.87

P Penelitian ini bertujuan untuk menguji dan menganalisis anteseden dankonsekuensi dari Customer satisfaction dan Affective commitment pada industryasuransi. Sampel yang digunakan dalam penelitian ini sebanyak 212 respondendengan menggunakan metode penarikan sampel purposive sampling. Sampel yangdigunakan dalam penelitian ini, yaitu pengguna yang sudah menggunakan ataupernah menggunakan jasa pelayanan asuransi. Pengujian hipotesis dilakukandengan metode structural equation model (SEM) dengan bantuan software AMOS22.0. Hasil dari penelitian ini menunjukkan bahwa terdapat pengaruh positifCustomer participation terhadap Customer relational value. Customer relationalvalue terhadap Customer satisfaction. Customer relational value terhadapAffective commitment. Customer satisfaction terhadap Affective commitment.Customer satisfaction terhadap Repurchase intention dan Affective commitmentterhadap Repurchase intention. Pada penelitian selanjutnya dapat menggunakanjenis asuransi lainnya untuk bisa melihat lebih besar tentang Repurchaseintention.

T This purpose of this study is to test and analyse antecedents and consequences ofCustomer satisfaction and Affective commitment at insurance industry. Thesample used in this research is 212 respondents by using purposive samplingmethod. The sample used in this study uses people who use insurance services orpeople who have already bought insurance services. Hypothesis testing for thisresearch was tested by structural equation model (SEM) with AMOS 22.0software. The result of this research show that there is positive influence onCustomer participation to Customer relational value. Customer relational valueto Customer satisfaction. Customer relational value to Affective commitment.Customer satisfaction to Affective commitment. Customer satisfaction toRepurchase intention and Affective commitment to Repurchase intention.. Forfuture research can use other insurance company to see more about RepurchaseIntention

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