Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. Asuransi Wahana Tata Cabang Pekanbaru

Mafiroh, Shakira Bintang (2024) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. Asuransi Wahana Tata Cabang Pekanbaru. Other thesis, Universitas Islam Riau.

Text 207210476.pdf - Submitted Version Restricted to Repository staff only Download (5MB) | Request a copy

Abstract

This research aims to determine and analyze the influence of service quality on customer satisfaction at PT Asuransi Wahana Tata Pekanbaru using two variables, namely the service quality variable (X) and the customer satisfaction variable (Y). The indicators of service quality used are reliability, responsiveness, assurance, empathy and physical evidence. Customer satisfaction variables are conformity to expectations, interest in revisiting, and willingness to recommend. This research is located at PT Asuransi Wahana Tata Pekanbaru using a descriptive research type that prioritizes questionnaires as a data collection tool and the empirical conditions of the research location. The method used is quantitative. The population in this research is customers at PT Asuransi Wahana Tata Pekanbaru. The sample from this research amounted to 68 people. The sampling technique used was incidental sampling. Based on the service quality variable (X) = calculated t value 13.815> and t table 1.667 with a significance value of 0.05, namely 0.000. This means that service quality has a significant effect on customer satisfaction at PT Asuransi Wahana Tata Pekanbaru. For the results obtained, the service quality variable has a strong influence on customer satisfaction at PT. Asuransi Wahana Tata Pekanbaru was 74.3% and the remaining 25.7% was influenced by other factors not included in this research such as word of mouth, brand image, price, customer loyalty, product quality, product completeness, purchasing decisions and others.

Actions (login required)

View Item