Research Paper
Year: 2019 | Month: June | Volume: 6 | Issue: 6 | Pages: 251-263
The Influence of Premium Rates and Service Quality for Customer Satisfaction to Increase Customer Loyalty at PT Asuransi Jiwasraya (Persero) Branch Medan South
Reska Gusti Sandi1, Prof. Dr. Amrin Fauzi2, Dr. Beby Karina Fawzeea2
1Postgraduate Students Master of Management University of North Sumatera, Indonesia
2Postgraduate Lecturer Master of Management University of North Sumatera, Indonesia
Corresponding Author: Reska Gusti Sandi
ABSTRACT
Thesis entitled "The Influence Of Premium Rates And Service Quality For Customer Satisfaction To Increase Customer Loyalty at PT Asuransi Jiwasraya (Persero) Branch Medan South" written by Reska Gusti Sandi, NIM.167007028 , with a Supervisor. Prof. Dr. Amrin FauziThis study aims to determine the effect of premium and service quality in increasing customer loyalty to PT Asuransi Jiwasraya. This is an empirical research. The research populations were 100 customer PT.Asuransi Jiwasraya Branch Medan South. The sampling technique used is Simple Random sampling technique. This research uses quantitative approach and multiple linear regression analysis method. The data source used is primary data by spreading the questionnaire. The results show that partially, the premium have a high significant on customer satisfaction with the tcount is 1.577. Service Quality partially also has a significant on customer satisfaction with tcount is 5.425. Simultaneously, Premiums and Service Quality affect Customer Satisfaction with the value of Fcount is 21.825. Whereas Customer Satisfaction has a significant effect on Customer Loyalty with the tcount is 8.318.
Key words: Premium, Customer Service Quality, Customer Satisfaction and Customer Loyalty.
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