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

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