Mulyani, Henny (2016) PENGARUH KUALITAS LAYANAN DAN REPUTASI TERHADAP KEPERCAYAAN NASABAH. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Kepercayaan nasabah pada industri asuransi masih rendah. Zurich Gold Lion merupakan salah satu perusahaan asuransi yang mengalami permasalahan yang sama, indikasi yang timbul adalah tingginya jumlah nasabah yang berhenti, tingginya komplain nasabah, dan turunnya premi perusahaan. Solusi yang dapat dilakukan perusahan adalah dengan meningkatkan kualitas layanan dan reputasi untuk membentuk kepercayaan. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan terhadap kepercayaan nasabah dan reputasi terhadap kepercayaan nasabah asuransi Zurich Gold Lion. Jenis penelitian yang digunakan yaitu deskriptif verifikatif dan metode yang digunakan adalah explanatory survey dengan teknik simple random sampling dengan ukuran sampel 150 responden. Teknik analisis data yang digunakan analisis regresi linier ganda dengan alat bantu software komputer SPSS 21.0 . Hasil yang diperoleh dalam penelitian menyatakan bahwa kualitas layanan dan reputasi berpengaruh positif terhadap kepercayaan nasabah. --- Customer trust on insurance industry is still low. Zurich Gold Lion is one of the insurance corporate which is having the trust issue problem on their customer. The indication that occurs is the increasing number of costumer loss, complain and understandard corporate persistence. The right solution that can be applied is to improve the service quality and reputation in order to create a customer trust. This study aims to identify and measure the impact of service quality and reputation on customer trust. This research is a descriptive verification research, using explanatory survey method by simple random sampling technique with 150 respondents and the data were analized by multiple regression analysis.with the help of SPSS 21.0 It is discovered that service quality and reputation positively affects on customer trust.
| Item Type: | Thesis (S1) |
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| Additional Information: | No. Panggil : S MBS MUL p-2016; Pembimbing : I. Girang Razati II. Lisnawati |
| Uncontrolled Keywords: | Kualitas Layanan, Reputasi, Kepercayaan Nasabah, Asuransi, Service Quality, Reputation, Consumer Trust, Insurance . |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Manajemen Bisnis |
| Depositing User: | Mr mhsinf 2017 |
| Date Deposited: | 30 Aug 2017 09:32 |
| Last Modified: | 30 Aug 2017 09:32 |
| URI: | http://repository.upi.edu/id/eprint/25491 |
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