DETAIL KOLEKSI

Peran financial service worker behaviour terhadap customer satisfaction serta dampaknya pada word of mouth nasabah asuransi jiwa


Oleh : Muhammad Hirdzi Endartono

Info Katalog

File Jurnal : 00000000000000098117.pdf

Nomor Panggil : 2019_TA_MJ_022151232

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2019

Pembimbing 1 : Sri Vandayuli Riorini

Subyek : Service worker creativity;Customer satisfaction

Kata Kunci : service worker customer orientation, service worker etiquette.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2019_TA_MJ_022151232_Halaman-Judul.pdf 811.44
2. 2019_TA_MJ_022151232_Bab-1.pdf 665.2
3. 2019_TA_MJ_022151232_Bab-2.pdf 664.47
4. 2019_TA_MJ_022151232_Bab-3.pdf 942.3
5. 2019_TA_MJ_022151232_Bab-4.pdf 811.18
6. 2019_TA_MJ_022151232_Bab-5.pdf 573.33
7. 2019_TA_MJ_022151232_Daftar-Pustaka.pdf 657.83
8. 2019_TA_MJ_022151232_Lampiran.pdf 1733.18

P Penelitian ini bertujuan untuk menguji dan menganalisis Service Worker CustomerOrientation, Service Worker Etiquette, Service worker Creativity terhadap CustomerSatisfaction yang mempengaruhi Word Of Mouth pada Pemegang Polis asuransi jiwa.Jumlah responden yang didapat yang sesuai dengan kriteria yaitu sebanyak 224 orang.Metode pengumpulan data menggunakan non-probalbility sampling. Pengujiandilakukan dengan metode Structural Equation Model (SEM). Hasil penelitian ini adalahbahwa terdapat pengaruh positif Service Worker Customer Orientation, Service WorkerEtiquette, Service worker Creativity terhadap Customer Satisfaction yang jugamempengaruhi Word Of Mouth. Yang artinya apabila dalam suatu layanan asuransi dapat memberikan Service Worker Customer Orientation, Service Worker Etiquette, Service worker Creativity maka akan dapat membuat Customer Satisfaction yang juga berdampak terhadap Word Of Mouth suatu layanan menjadi lebih baik.Penelitian ini memberikan saran agar dapat dilakukan dengan variabel lain sepertiTrust dan Customer Loyalty. Penelitian ini juga diharapkan dapat dilakukan terhadap jenis asuransi lain seperti asuransi syariah dan umum.

T This study aims to teset and analyze Service Worker Customer Orientation, ServiceWorker Etiquette, Service worker Creativity on Customer Satisfaction that affectWord OfMouth on policyholder. The numbers of respondents is in accordance with the criteria of 224 people.Data collection method uses non-probablity sampling. The test was carried using theStructural Equatiom Model (SEM) method. The results of this study are that there is apositive effect of Serice worker customer orientation, Service worker etiquette, Serviceworker creativity on Customer satisfaction which also affects Word of mouth. Which means that if an insurance service can provide Serice worker customer orientation, Service worker etiquette, Service worker creativity, it will be able to form a Customer satisfaction that also affect to Word of mouth of a servicefor the better.This research provides suggestions to be done with other variablels such as Trust andCustomer Loyalty. This research is also expected to be carried out on other type of insurance such as general insurance and health insurance.

Bagaimana Anda menilai Koleksi ini ?