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All Journal Jurnal Ilmiah Edunomika (JIE)
Sarjana Rini, Luluk Takarii
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH KLAIMEN PADA PT JASA RAHARJA PERWAKILAN SURAKARTA Sarjana Rini, Luluk Takarii; Retnoningrum, Retnoningrum; Resihono, Legowo Dwi; Nurjanah, Anifa
JURNAL ILMIAH EDUNOMIKA Vol. 8 No. 1 (2024): EDUNOMIKA
Publisher : ITB AAS Indonesia Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/jie.v8i1.11912

Abstract

This study aims to determine whether the service quality variables (tangible, reliability, responsiveness, assurance and sure, empathy) affect customer satisfaction at PT Jasa Raharja Representative Surakarta. This research is a survey research with data collection through questionnaires. The population in this study are customers who make claims at PT Jasa Raharja Representative Surakarta, sampling using simple random sampling, amounting to 75 respondents. The data used are primary data and secondary data. The results of this study indicate that the service quality variables on the dimensions of tangible, responsiveness, assurance and empathy have no effect on customer satisfaction. While the service quality variables on the dimensions of reliability and empathy affect customer satisfaction. The independent variables simultaneously influence customer satisfaction at PT Jasa Raharja Representative Surakarta Keywords : service quality, customer satisfaction, customer claims.
Co-Authors Nurjanah, Anifa Resihono, Legowo Dwi Retnoningrum Retnoningrum, Retnoningrum