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Journal : ProBisnis : Jurnal Manajemen

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The Influence Of Trust And Service Quality On Customer Satisfaction In Scholarship Partner Insurance Products (Case Study Of Ajb Bumiputera 1912 Rantauprapat Branch) Imsar; Atika; Lestari, Ayu
ProBisnis : Jurnal Manajemen Vol. 15 No. 2 (2024): April: Management Science
Publisher : Lembaga Riset, Publikasi dan Konsultasi JONHARIONO

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Abstract

This research aims to determine the influence of trust and service quality on customer satisfaction with Ajb Bumiputera scholarship partner insurance products 1912 Rantauprapat branch. Research that uses a quantitative approach. Data collection techniques and instruments use scale model questionnaires likert taken from a sample of 76 respondents. In data processing research using the SPSS Release 26.0 For-Windows application. From the results Statistical analysis shows that there is a positive and significant influence partial that the two independent variables are trust (X1) and service quality (X2) has a significant effect on the dependent variable. Simultaneous test results F The obtained F-count value > F-table and significant < 0.05 then trust (X1), and service quality (X2) simultaneously or simultaneously has a significant effect on customer satisfaction (Y). Based on the results of the adjusted R determination test square is 0.243, this means the ability of the trust variable (X1) and quality service (X2) is able to explain the satisfaction variable (Y). The implications dominant in research regarding the variable quality of services provided the company Ajb Bumiputera 1912 Rantauprapat Branch to customers not yet optimal, it is hoped that in the future good service will need to be improved such as: having an attitude of responsibility or keeping promises, serving with a smile and being humble, behaving sympathetically, politely, and honestly are the attention of regular customers stay or decide not to be part of the company. With Thus, good or bad service quality depends on the provider's capabilities services to meet customer expectations absolutely.
Co-Authors A. Farhanah Aditiawardana Aditiawardana, Aditiawardana Afriyani, Santi Agustinus Amelia, Elena Ghentilis Fitri Anandani, Thalia Anastasia K. Sikora Andriyanti Apriliana, Luthfiyah Aqwa Naser Daulay Arham, Muhammad Dai Arifin Fauzi Lubis Aryati Atika Nur Hidayah Aucky Hinting Ayu Lestari AYU LESTARI Ayudianisa, Nadhifa Luthfihasna Bachtiar, Daffa Ardhi Barus, Tony Junior Brihastami Sawitri Damayanti, Alfina Dartiana, Dartiana Dharma, Budi Diautami, Novi Dua Novita Sari Dwi Ratnasari, Emma Eko Budi Siswidiyanto Erik Hasudungan Ernawati Ervina Maulida Faisal Hamzah Faizah, Zakiyatul Fariz Pari, Rizfi Fatharani, Salwa Gabriel Zean Godham Eko Saputro Hadi Sasana Handayani, Nisah Hani, Farahdhila Hanik Badriyah Hidayati,* Mohammad Hasan Machfoed,* Kuntoro,** Soetojo,*** Budi Santoso,**** Suroto,***** Budi Utomo****** Harahap, M Ikhsan Harfonso, Ernesto Everald Baibelino Hazora, Citra Hendra Harmain Heny Arwati Hirayani, Siti Heni Humairah Hajijah Idramsa Imsar Ismahendra, Naufal Agus Ivon Diah Wittiarika Izzati, Dwi Jannah, Nurul Juliana Nasution Kaharuddin Kaharuddin Karim, Yustika Ayoustira Khairi, Mhd Rizki Kombih, Ridho Maulana Langgeng Priyanto, Langgeng Lilik Djuari Linda Dewanti Lubis, Gusti Erli Anggi Lubis, Putri Safa Aulia Maidalena Malinda, Anis Manaf, Hafizh Al Ghifari Mari Esterilita Marliyah Moeda, Fadillah Moses Tende Stephens Mufti Sudibyo Muhammad Hamdan Muhammad Ilham Sembiring muhammad Syahbudi, muhammad Munawaroh Fitriyah muridin, Muridin Mutiara, Alma Nanda Dian Tama Nasution, Annio Indah Lestari Nizamuddin Nugraha, Hasybi Abdillah Nunuk Mardiana, Nunuk NUR AHMADI BI RAHMANI Nurina Hasanatuludhhiyah Nurmasitah, Sita Nurul Inayah Nurwani Padlan Habibi Pardede, Diah Hafni Pety Narulita Prihazty, Anggi Wilis Puspa Wardhani Puspa Wardhani Puspitasari, Yessy Rahma, Tri Inda Fadhila Rahmadana, Ogi Rahman, Beny Aji Ifaudi Rahmani, Nur Ahmadi Bi Rahmi Syahriza Razaan, Muhammad Farras Rehatta, Nancy Margarita Rianda Abdi Rizkika Zalza Bila Utami Roudlotus Sholikhah Sabrina, Annisa Maya Sahamony, Nur Fitriyani Sandro Prayuda Siregar, Isafitri Siregar, Padrie Payung Siti Munawarah Soediono, Mochammad Ridhwan Sri Endah Wahyuningsih Sri Musta'ina Sri Rahmi Sri Wahyuni, Erika Suaib Maryam Sugianto Syahputri, Dea Aulia Thifal Khansa Nabila Turchan, Agus Ummi Maimunah Waizul Qarni WIDOWATI Yuliana, Sitti Khofifah Yulianti, Erikavitri Yusrizal Zahra, Fairuz Azzahra Irsyad Zainal Arifin Zainarti Zuhrinal M. Nawawi