Article Per Year (5 Year)
p-Index From 2021 - 2026
0
P-Index
This Author published in this journals
All Journal JIEB : Jurnal Ilmiah Ekonomi Bisnis
Apriya Santi
Universitas Islam Kalimantan MAB Banjarmasin
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Mathematics Other

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
ANALISIS STRATEGI KUALITAS PELAYANAN UNTUK MENINGKATKAN KEPUASAN NASABAH PADA AXA MANDIRI INSURANCE CABANG A.YANI BANJARMASIN Nor Annisa; Husnurrofiq; Apriya Santi
Jurnal Ilmiah Ekonomi Bisnis Vol 5 No 3 (2019): JURNAL ILMIAH EKONOMI BISNIS
Publisher : Jurnal Ilmu Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (197.862 KB) | DOI: 10.35972/jieb.v5i3.297

Abstract

This study aims to: (1) Analyze whether service quality in the form of reliability, responsiveness, empathy, beliefs and direct evidence simultaneously affect customer satisfaction. (2) Analyzing whether service quality in the form of reliability, responsiveness, empathy, beliefs and direct evidence partially influences customer satisfaction. (3) Analyze the most dominant variables that affect customer satisfaction. With the purposive sampling method, there were 50 respondents. The analytical method used is multiple linear regression.The results of this study are: (1) Service quality in the form of reliability, responsiveness, empathy, beliefs and direct evidence simultaneously affected customer satisfaction by 44.7% while the remaining 55.3% was influenced by other variables. (2) Only empathy and belief that have a partial effect on customer satisfaction, while reliability, responsiveness and direct evidence have no partial effect on customer satisfaction. (3) Reliability is not a variable that has a dominant influence on customer satisfaction at AXA Mandiri Branch A. Yani Banjarmasin.
Co-Authors Husnurrofiq Nor Annisa