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All Journal Diponegoro Journal of Economics JURNAL MANAJEMEN BISNIS
Harry Soesanto
Universitas Diponegoro
Economics, Econometrics & Finance

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Customer Perception of Online Claim Service Applications on Car Insurance Anggia N. Sasanti; Cahyadi P Putra; Harry Soesanto
Jurnal Manajemen Bisnis Vol. 9 No. 2 (2022): September
Publisher : Pusat Penerbitan dan Publikasi Ilmiah, FEB, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33096/jmb.v9i2.307

Abstract

The decrease in premium income and the increase in the number of claims will erode the profits of insurance companies so that one of the strategies carried out by insurance companies during this pandemic is to encourage the use of online claim service technology to minimize costs in the claims management process. In this study, the authors took the subject of customer interest in online claim service technology in four-wheeled vehicle insurance and the level of adaptation or acceptance of customers to the claim service technology offered by insurance companies. The author uses the TAM (Technology Acceptance Model) model to develop and test variables for perceived of use and perceived of usefulness variables that affect customer interest in using online claim service applications (Davis, 1989). In addition, the author also develops and conducts tests for variable perceptions of customer trust in company competencies to find out whether the company's competence can affect customer attitudes and interests in using claim service applications.
Analisis Pengaruh E Service, Fasilitas, dan Customer Delight terhadap Kepuasan Pelanggan dalam Meningkatkan Minat Membeli Ulang (Studi pada PT Reska Multi Usaha) Mukhammad Muslich; Harry Soesanto; Farida Indriyani
Diponegoro Journal of Economics Vol 9, No 1 (2020)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/djoe.31501

Abstract

Kereta api merupakan sarana transportasi andalan bagi masyarakat. Dalam rangka meningkatkan pelayanan untuk mencapai kepuasan pelanggan, maka manajemen PT. Kereta Api Indonesia (persero) memberikan layanan berupa kereta makan atau restorasi yang dikelola oleh anak perusahaan PT. Reska Multi Usaha. Restorasi bukan tanpa saingan. Persaingan bisnis khususnya didunia makanan saat ini sangat ketat. Kepuasan pelanggan menjadi salah satu kunci keberhasilan dalam memenagkan persaingan. Kepuasan pelanggan akan memunculkan minat membeli ulang. Dimana minat membeli ulang merupakan salah satu hal yang mempengaruhi keberlangsungan sebuah perusahaan. Banyak hal yang dapat mempengaruhi minat membeli ulang, diantaranya adalah e-service, fasilitas, customer delight dan kepuasan pelanggan. Maka pada penelitiaan ini peneliti melakukan penelitian terhadap beberapa factor yang dapat mempengaruhi minat membeli ulang pada PT. Reska Multi Usaha. Tujuan dari penelitian adalah untuk menganalisa pengaruh e-service, fasilitas dan customer delight terhadap kepuasan pelanggan dalam meningkatkan minat membeli ulang pada PT. Reska Multi Usaha. Penelitian ini meggunakan pengambilan sampel kuantitatif dengan metode purposive sampling, dengan responden sebanyak 106 responden. Hasil penelitian mengungkapkan bahwa variabel kepuasan pelanggan berpengaruh positif terhadap minat beli ulang. Sedangkan e-service, fasilitas, customer delight juga berpengaruh positif terhadap kepuasan pelanggan. Tetapi e-service memberikan nilai yang paling signifikan terhadap kepuasan pelanggan dibanding dengan lainnya. sehingga diperlukan peningkatan dan pengembangan terhadap aplikasi berbasis internet yang sudah ada.
The Study of Payment Compliance of Independent Workers of National Health Insurance in BPJS Kesehatan Branch Office Ungaran Beatrik Yosephine Sitorus; Harry Soesanto; Amie Kusumawardhani
Diponegoro Journal of Economics Vol 9, No 1 (2020)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/djoe.31491

Abstract

BPJS Kesehatan prove the presence of the country in the welfare of the community, especially in the field of health, and also become evidence for the community to improve the welfare of the lives of the people. But on his journey BPJS Kesehatan has difficulties health financing where one of them is the impact of lack of awareness and compliance of participants, especially the independent worker participants in making dues payments sustainably. The object of this research is the independent workers registered in Ungaran branch office. The analysis used in this research is Structural Equation Modelling (SEM). The invention of this research is the customer experience positively influence the perception of service quality, customer experience positively influences the ease of making payments, perception of service quality positive effect on compliance with payments, ease of payment is positively influential on compliance with payments, and ability to pay has no effect on compliance with payments.
Co-Authors Amie Kusumawardhani Anggia N. Sasanti Beatrik Yosephine Sitorus Cahyadi P Putra Farida Indriyani Mukhammad Muslich