PENGARUH KUALITAS LAYANAN AGEN TERHADAP KEPUASAN NASABAH PT.AXA FINANCIAL INDONESIA DI KOTA PALEMBANG

Apelyani, Maria (2016) PENGARUH KUALITAS LAYANAN AGEN TERHADAP KEPUASAN NASABAH PT.AXA FINANCIAL INDONESIA DI KOTA PALEMBANG. Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

ABSTRACT This study was conducted to determine the effect of the agent service quality on customer satisfaction PT . AXA Financial Indonesia in Palembang. This type of research is done by using a surveys by distributing questionnaires to the respondents , namely ; Indonesia Financial PT.AXA customers . The sampling technique used was purposive sampling . The number of samples in the study of 100 people , where respondents are customers PT AXA Financial Indonesia and has an active policy of more than 6 months . The data analysis technique used is a reliability test , validity test . Hypothesis testing using multiple linear regression analysis with the help of the program SPSS 21. Reliability test results show all the data unreliable and test the validity of the data shows all valid. Multiple linear regression analysis showed 3 independents variables has positive effect on customer satisfaction and 2 other independents variables have not effect on customer satisfaction. Keywords : Service Quality , Tangible , Reliability , Responsiveness , Empathy , Assurance , and Customer Satisfaction

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Keywords : Service Quality; Tangible; Reliability; Responsiveness; Empathy; Assurance; Customer Satisfaction
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Theses - S1 > Management Study Program
Depositing User: Student Staf Yulia Rasita
Date Deposited: 25 May 2022 07:42
Last Modified: 25 May 2022 07:42
URI: http://eprints.ukmc.ac.id/id/eprint/7921

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