Analisis Kepuasan Nasabah Terhadap Pelayanan Asuransi Syariah Di Kota Pekanbaru

Zulfikar, Zulfikar (2020) Analisis Kepuasan Nasabah Terhadap Pelayanan Asuransi Syariah Di Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

The rapid development of Islamic insurancesin Pekanbaru City which compete with each other in providing the best and high-quality service to each customer makes it important to know the level of customer satisfaction with the various aspects of service offered by Islamic insurances. The measurement of customer satisfaction on sharia insurance services needs to be conducted to identify and plan better strategies in the future,to improve service quality of the company in order to meet customer wants and needs and to minimize problems that may arise in the future. The problem formulation of this study is the level of customer satisfaction with Islamic insurance services in Pekanbaru City. The aim of this study is to investigate the level of customer satisfaction with Islamic insurances in Pekanbaru City. The type of this sudy is field research with survey techniques. The population of this study consists of 222 customers, and the sample consists of 100 costomers which is taken by using the Slovin formula. The sampling technique used is the Proportionate Stratified Random Sampling. The data sources are from primary data and secondary data. The data collection techniques used are questionnaires and documentation. The data are analyzed by using frequency distribution. The results of this study show that most of the customers are satisfied with various aspects of sharia insurance services in Pekanbaru Citythat have the highest customer satisfaction levels, e.g. employee friendliness in providing services, confidentiality of customer data, trust in management, trust in the Sharia Supervisory Board (DPS), and qualification and skills of the employees. However, there are five service aspects that have the lowest customer satisfaction levels, e.g. the number of branches of sharia insurance, parking facilities, sharia insurance opening hours, administrative costs and sharia furniture insurance.

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