PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH (STUDI PADA PESERTA KOMERSIAL ASURANSI KESEHATAN DI PT. ASURANSI KESEHATAN INDONESIA (Persero) KANTOR CABANG PADANG)

FIANY, YULIA RAHMAN (2015) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH (STUDI PADA PESERTA KOMERSIAL ASURANSI KESEHATAN DI PT. ASURANSI KESEHATAN INDONESIA (Persero) KANTOR CABANG PADANG). Diploma thesis, UPT. Perpustakaan Unand.

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Abstract

This study aims to analyze the impact of service quality on customer satisfaction employee health insurance commercial participants in pt. health insurance Indonesia (Persero) branch field. The method used is descriptive method and causality with quantitative types. The independent variable is the quality of service, and the dependent variable is customer satisfaction. Samples were taken totaling 50 participants of insurance customers at PT. Askes (Persero) Branch of Padang are classified as Non-PBI participants (participants who pay insurance premiums each month) in a group of Civil Servants (PNS). The research instrument used questionnaire. Data were analyzed using multiple linear regression analysis covering the F test and t test probability <5%. Results showed no effect of simultaneous Reliability, Responsiveness, Assurance, Empathy and Tangible against Customer Satisfaction. And no partial effect Reliability and Assurance variables to Customer Satisfaction. The variables that most influence on customer satisfaction are the Reliability and followed Assurance. Suggested to PT. Askes (Persero) Branch of Padang to improve services with emphasis on aspects of Reliability and Assurance. Keywords: Keywords: Service Quality, Customer Satisfaction.

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