ANALISIS CUSTOMER SATISFACTION DILIHAT DARI SERVICE EXCELLENT DAN SERVICESCAPE PADA PERUSAHAAN PT. BRI ASURANSI INDONESIA TBK

Sanjaya Pamulistianto, . (2022) ANALISIS CUSTOMER SATISFACTION DILIHAT DARI SERVICE EXCELLENT DAN SERVICESCAPE PADA PERUSAHAAN PT. BRI ASURANSI INDONESIA TBK. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Competition in the insurance business in the era of globalization and during the Covid-19 pandemic is increasing rapidly. The increasingly fierce competition requires PT. BRI Insurance Indonesia has a competitive advantage in order to survive and compete with various other companies. This study aims to determine, analyze, and prove the effect of service excellent and servicescaspe on customer satisfaction at PT. BRI Insurance Indonesia. The intended research object is customer satisfaction at PT. BRI Insurance Indonesia. The sample used in this study was 100 customer respondents of PT. BRI Asuransi Indonesia by using non-probability sampling or purposive sampling techniques. The test equipment in this study used SmartPLS 3.0 with a significance value of 5% or 0.05. The results of this study found that: (1) there was a positive and significant influence from service excellent at PT. BRI Insurance Indonesia; (2) there is a positive and significant influence from the servicescape at PT. BRI Insurance Indonesia. Researchers suggest for insurance customers to be involved in other factors that can affect customer satisfaction.

Item Type: Thesis (Skripsi)
Additional Information: No.Panggil: 1910111189 [Pembimbing: Suharyati] [Penguji 1: Diana Triwardhani] [Penguji 2: Rosali Sembiring Colia]
Uncontrolled Keywords: insurance, customer satisfaction, service excellent, servicescape, PT. BRI Insurance Indonesia
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: Sanjaya Pamulistianto
Date Deposited: 07 Feb 2023 08:51
Last Modified: 07 Feb 2023 08:51
URI: http://repository.upnvj.ac.id/id/eprint/22460

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