Pengaruh Kualitas Pelayanan Jasa Terhadap Kepuasan Nasabah Asuransi Kecelakaan

Ame Lia

Abstract


According to Law 2 of 1992 on Insurance Business, insurance or coverage is an agreement between two or more parties, with which the parties committed themselves to the insured person, by accepting insurance premiums, to reimburse the insured for loss, damage, or loss of profits expected, or legal liability to third parties which may be suffered by the insured, arising from an uncertain events, or to provide a payment based on death or life of an insured person. Based on this research, simultaneously (Test F) accept the hypothesis, thus the variable quality of service a significant effect on customer satisfaction. While partially (t test) accept the hypothesis for the Realiability and Responsiveness an significant effect on customer satisfaction. Onather variable has no effect on customer satisfaction are Tangibles, Assurance and Empathy.

Keywords


quality of service, satisfaction

Full Text:

PDF

References


Alma, Buchari, 2000, Manajemen Pemasaran dan Pemasaran Jasa Edisi Revisi, Bandung: Penerbit Alfabet.

Amin, Widjaja, 2009. Manajemen Mutu, Jakarta: Terpadu Rineka.

Ancok, Djamaluddin, dan Singarimbun, 1995. Metode Penelitian Survai. Jakarta: LP3ES.

Arisutha, Damartaji, 2005. Dimensi Kualitas Pelayanan. Jakarta: Penerbit Gramedia Pustaka.

Barata, Atep. D., 2001. Pelayanan Prima. Jakarta: Elex Media Komputindo.

Engel, James, 1990. (Diterjemahkan oleh Purwoko) Satisfaction; A Behavioral Perspective On The Consumer. Mc-Graw Hill Companies Inc., USA.

Gaspersz, Vincent. 1997., Manajemen Kualitas : Penerapan Konsep Vincent Dalam.

Manajemen Bisnis Total, Jakarta: Gramedia Pustaka Utama.

--------------, 2003. Manajemen Bisnis Total - Total Quality Management. Jakarta: Penerbit PT. Gramedia Pustaka Utama.

Gronroos, Michael, 1990. Perceived Service Quality Model. California: Published Ohio University Press.

--------------, 1990, Service Management and Marketing; Managing The Moments of Truth in Service Competition, Lexington Books, Lexington, Mass.

Gujarati, Damodar, 2001, Ekonometri Dasar, diterjemahkan oleh Sumarmo Zain, Edisi Bahasa Indonesia, Jakarta: Penerbit Erlangga.

Haksever, Cengiz, at. all, 2000, Service Management and Operation, Second Edition, USA: Prentice Hall International.

Hesketts, Robert, 1990. Service Profit Chain Model. Prentice Hall, California Press. Hartono, Siti Soemantri,1993, KUHD, Yogyakarta: Penerbit Bursa Buku.

Kotler, Philip dan Gary Armstrong, 1998, Dasar-dasar Pemasaran Jilid 2 Edisi Bahasa Indonesia dari Principles of Marketing 7e, Jakarta: Penerbit Prenhallindo.

--------------, Swee Hoon Ang, Siew Meng Leong dan Chin Tiong Tan, 2001, Manajemen Pemasaran Perspektif Asia Buku 2, Yogyakarta: Penerbit Andi.

--------------, 2007. Manajemen Pemasaran Jilid 1 (11th ed.) (Benyamin Molan, Penerjemah). Jakarta: PT. Indeks.

Kuncoro, Mudrajad, 2004, Metode Kuantitatif, Teori dan aplikasi Untuk Bisnis dan ekonomi, Eidis-2, Yogyakarta: AMP YKPN.

Lupiyoadi, Rambat, 2001, Manajemen Pemasaran Jasa, Jakarta : Penerbit Salemba Empat.

Lovelock, Christopher H., and Lauren K, Wright. 2005. Principles of Service Marketing Management. New Jeresey: Prentice-Hall, Inc

Malo, Manasse. Et.al, 1986, Buku Materi Pokok: Metode Penelitian Sosial Modul 6-9.

Jakarta : Karunika.UT.

Manullang, Ida, (2008), Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Penerbangan PT. Garuda Indonesia Airlines Di Bandara Polonia Medan, Pasca Sarjana Universitas Sumatra Utara, Thesis, Tidak dipublikasikan.

Marcel, Davidson, 2003. Service Quality in Concept and Theory. USA : Published by American Press.

Margaretha, 2003. Kualitas Pelayanan: Teori dan Aplikasi. Jakarta : Penerbit Mandar Maju.

Martul, Shadiqqin, 2004. Implementasi Dimensi Kualitas Pelayanan Konsumen. Jakarta

: Penerbit Sinar Grafika.

Marzuki, 1996, Metodologi Riset, Yogyakarta: Penerbit BPFE-UII.

Nasution, M. N., 2001, Manajemen Mutu Terpadu (Total Quality Management), Jakarta

: Penerbit Ghalia Indonesia.

Norman, Davis, 1992. Service Management System. USA : Prentice Hall Ohio University Press.

Oemi, 1995. (Diterjemahkan oleh Purwoko) Measuring Customer Satisfaction; Survey Design, Use and Statistical Analysis Methods. USA: ASQ Quality Press, Wisconsin.

Olson, Peter, 1993, Consumer Behavior and Marketing Strategy, Richard D. Irwan Inc, Boston, Third Edition.

Parasuraman, A. Valerie, 2001. (Diterjemahkan oleh Sutanto) Delivering Quality Service. New York: The Free Press.

Peter, J.H., 2003. Service Management in Managing The Image. Jakarta : Trisakti University.

Purwoko, Bambang, A., 2000. Asocial Security Highlight in Indonesia: An Economic Perspective. Jakarta: Komunika Jaya Pratama.

Payne, Andrian, 2000, Pemasaran Jasa (The Essence of Service Marketing), Terjemahan Fandy Tjiptono, Edisis 1, Cet.1, Yogyakarta : Andi.

Rangkuti Freddy, 2006, Measuring Customer Satisfaction. Jakarta: PT. Gramedia

Pustaka. Utama.

--------------, 2003. Konsep Pengukuran Kepuasan. Jakarta: Penerbit PT. Gramedia Pustaka Utama.

Samuelson, Jeniston, 2000. Application of Quality Service Theory. USA: Published by John Wiley and Sons.

Santosa, Urbayu Budi, Ashari, 2003, Analisis Statistik Dengan MS. Excel dan SPSS, Yogyakarta : Andi Offset.

Stemvelt, Robert C., 2004. (Diterjemahkan oleh Purwoko) Perception of Service Quality. Allyn and Bacon, Massachusetts.

Sugiyono,2003, Metode Penelitian Administrasi, Bandung: Alfabeta.

Supranto, J. 2006, Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikkan Pangsa Pasar, Cetakan Ketiga, Jakarta: PT.Rineka Cipta.

Sunyoto, Hamingpraja, 2004. Jaminan Kualitas Pelayanan Konsumen. Penerbit Liberty, Yogyakarta.

Syamsuddin, 1999. Kepuasan Konsumen dalam Pemasaran Jasa. Bandung: Penerbit Tarsito.

Tirtomulyo, Abadi, 1999. Peningkatan Kepuasan Konsumen dalam Tinjauan Pemasaran Jasa. Jakarta: Penerbit Rajawali Press.

Tjiptono, Fandy, 2004. Kepuasan dalam Pelayanan. Jakarta: Penerbit Salemba Empat.

--------------, 2000, Strategi Pemasaran, Yogyakarta: Penerbit Andi.

--------------, 2004. Manajemen Jasa. Yogyakarta: Penerbit Andi.

--------------, 2007, Strategi Bisnis Modern, Edisi Pertama, Cetakan Pertama, Yogyakarta: Andi offset.

Umar, Husein, 2003, Metode Penelitian untuk Skripsi dan Tesis Bisnis, Jakarta: Penerbit PT Raja Grafindo Persada.

Yong, C.Z., Yun, Y.W., Loh, L., 2003. (Diterjemahkan oleh Sutanto). The Quest for Global Quality. Jakarta : Pustaka Delapratasa.

Zeithaml, Bitner, 1990. (Diterjemahkan oleh Purwoko) The Concept of Customer Satisfaction. Usa: The McGraw-Hill Companies. Inc

-------, 1992., Kitab Undang-Undang Hukum Dagang (KUHD)

-------, Nomor 63 Tahun 2003, Keputusan Menteri Pendayagunaan Aparatur Negara.

Jurnal :

Anderson, E. W., & Sullivan, M. W., 1993, The Antecedents and Consequences of Customer Satisfaction For Firms, Marketing Science,. Vol. 12, Iss. 2, pp. 125

Cadotte, E.R., Woodruff, R.B. & Jenkins, R.L., 1987, Expectations and Norms in Models of Customer Satisfaction, Journal of Marketing Research, Vol. 14, pp. 305

Cardozo, R.N., 1995, An Experimental Study of Customer Effort, Expectation, and Satisfaction, Journal of Marketing Research, Vol. 2, Iss. 3, pp. 244-249

Christopher, L. Carr, 2002, A Psychometric Evaluation of the Expectation, Perceptions, and Difference-Scores Generated by the IS-Adapted SERVQUAL Instrument, Decision Sciences Vol 33, Number 2 : USA.

Cronin, J.J. & Taylor, S.A., 1992, Measuring Service Quality: A re-Examination and Extension, Journal of Marketing, Vol. 56, July, pp. 55-68

Dekker, A. Steven, 2001. Measure Service Quality: Reexamination and Extension.

Journal of Marketing. Vol. 56. July, 55-68. (Diterjemahkan oleh Sutanto).

Dowling, Graham R, 2001, The Alpha, Beta, Gamma Approach to Measuring Change and Its Use for Interpreting the Effectiveness of Service Quality Program, Australian Journal of Management, Volume 26 No.1 June, The Australian School of Management : Australia

Duntley, J. D. & Buss, D. M. (2011). Homicide adaptations. Aggression and Violent Behavior, 16, 399-410.

Irwandy, Nurdin Perdana, Dian S. Rislamind (2013), tentang Analisis Disparitas Kualitas Pelayanan Puskesmas Di Kabupaten Kutai Kartanegara, Jurnal AKK, Vol 2 No 1, Januari 2013, hal 42-50

James, J. Jiang; Gary Klein and S.M. Crampton (2000), a Note on SERVQUAL Relialibity and Validity in Information System Service Quality Measurement, Decision Science Vol 31, No. 3: USA.

Gómez, M.I., McLaughlin, E.W. and Wittink, D.R. 2004 “ Customer Satisfaction and Retail Sales Performance: An Empirical Investigation,” Journal of Retailing, 80(4): 265-278.

Gronroos, C., 1984, A Service Quality Model and Its Marketing Implications, European Journal of Marketing, Vol. 18 No. 4, pp. 36-44

Oliver, R.L. 1997. A Cognitive Model of The Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research.

Parasuraman, A., Zeithaml, V.A., & Berry, L.L. 1998, “Servqual, A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality”,Journal Of Retailing 64 (Spring) 12-40.

Zeithaml, V.A., Berry, L.L., & Parasuraman, A. 2003. The Behavioral Consequences of Service Quality. Journal of Marketing.




DOI: https://doi.org/10.51195/iga.v6i1.87

Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Jurnal Ekonomi Integra



Copyright of Jurnal Ekonomi Integra
ISSN 0216-4337 (Print) and ISSN 2581-0340 (Online)

Creative Commons License
Jurnal Ekonomi Integra is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.