Effect of Service Quality on Consumer Satisfaction at the Jakarta Claim Center Division Pt. Wahana Tata Insurance

Hero Wirasmara Kusuma,Lecture At University Of Faletehan Banten, Indonesia

doi:10.47191/jefms/v4-i9-13

Hero Wirasmara Kusuma, Lecture At University Of Faletehan Banten, Indonesia

Open Access

https://doi.org/10.47191/jefms/v4-i9-13

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Abstract

This study aims to determine the significant positive effect simultaneously and partially between the independent variables: the quality of service consisting of physical evidence, reliability, responsiveness, assurance, and empathy for the dependent variable, namely customer satisfaction at the Jakarta Claim Center Division of PT. Wahana Tata Insurance. System. The sample in this study was 100 consumers in the Jakarta Claim Center Division of PT. Wahana Tata Insurance. Furthermore, the sampling technique used in this study is "Simple Random Sampling" for respondents who are currently carrying out the process of filing claims at the JCC Division of PT. Wahana Tata Insurance. Data collection was done by using a questionnaire technique. Simultaneous research results quality of service (physical evidence, reliability, responsiveness, assurance, and empathy) have a positive, solid, and significant effect on customer satisfaction. Partially, physical evidence, reliability, responsiveness, and empathy have a positive, relatively strong, and significant effect on customer satisfaction at the Jakarta Claim Center Division of PT. Wahana Tata Insurance.

Highlights

The economic growth of all the nation's economic activities, which involve humans in work and struggle to meet the necessities of life, is one of the benchmarks for the nation's success in improving its people's standard of living and welfare
For the General/Loss Insurance business, insurance is essentially an activity of transferring financial risk from the insured as a consumer to the insurer as a producer, which is an insurance company
That there is a process of transferring from risk, which was initially an uncertainty, to something specific, namely a sense of security; for this reason, general/loss insurance companies are the most appropriate alternative to maintain uncertainty over risks by utilizing their services so that a sense of security arises for property owners and their interests from possible losses that will occur

Summary

Introduction

The economic growth of all the nation's economic activities, which involve humans in work and struggle to meet the necessities of life, is one of the benchmarks for the nation's success in improving its people's standard of living and welfare. That the insurance business becomes a field full of hope in the future because, in addition to protecting against possible losses, it encourages other economic activities. For the General/Loss Insurance business, insurance is essentially an activity of transferring financial risk from the insured as a consumer to the insurer as a producer, which is an insurance company. That there is a process of transferring from risk, which was initially an uncertainty, to something specific, namely a sense of security; for this reason, general/loss insurance companies are the most appropriate alternative to maintain uncertainty over risks by utilizing their services so that a sense of security arises for property owners and their interests from possible losses that will occur. Seeing the magnitude of the benefits of general insurance services/losses for the community led to new companies engaged in the same field

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