Abstract
The objective of this study is to analyze the relationship of service quality on agents’ satisfaction, service quality on agents’ loyalty, and satisfaction on loyalty when they used the insurance portal XYZNet as a digital tools provided by PT Asuransi XYZ Indonesia for their agents’ to increase market share in retail business in Indonesia. Where the portal was facing the challenge of the low number of usage. This study used a quantitative approach, involved 100 respondents which have minimum five times using this portal as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS version 3.2.8 software. The results indicated that service quality positively influenced agents’ satisfaction, satisfaction also positively influenced agents’ loyalty. However service quality did not significantly influenced agents’ loyalty. The finding also indicated that satisfaction was a significant variable that mediated the relationship between service quality and loyalty. The study gives positive impact to the future researchers to do similar study. Furthermore, the finding could help PT Asuransi XYZ Indonesia and insurance company in general to improve their service quality.
Highlights
The world entering industrial revolution 4.0, which characterized by digital economy, big data and automation
Based on the problem statement proposed in this research, it can be concluded that the objectives of this study are; (1) To analyze the relationship of service quality of XYZNet on agents’ satisfaction, (2) To analyze the relationship of service quality of XYZNet on agents’ loyalty, (3) To analyze the relationship of satisfaction to loyalty, and (4) To analyze the relationship of satisfaction as mediator between service quality and satisfaction
Such value of the coef icient of determination is categorized as substantial. Such value shows that 53.0% of the variation in loyalty values can be explained by service quality and satisfaction, while the remaining 47.0% can be explained by other variables outside the analysis model
Summary
The world entering industrial revolution 4.0, which characterized by digital economy, big data and automation This digital revolution has transformed the way companies interact with customers. Based on research from Accenture in the ive years, almost all the insurance executive’s respondents expect the insurance industry to be transformed by digital technologies (Struntz, Poppleton and Lees, 2019). This digitalization affect one or two part process or service but almost all parts of the insurance value chain (Catlin, Khanna, Lorenz and Sultan, 2016).
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