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All Journal Jurnal Penelitian dan Pengkajian Ilmiah
Mooduto, Adelia Putri
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Humanities Computer Science & IT Economics, Econometrics & Finance Environmental Science Public Health

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Peran Penggunaan Bahasa Indonesia dalam Proses Pelayanan terhadap Kualitas Layanan dan Kepuasan Nasabah PT Asuransi Ramayana Tbk. Dali, Meilina Widya; Zakaria, Keyla; Yusuf, Sintia; Abbas, Anggriani Putri; Tantu, Suci Ramadhani S.; Mooduto, Adelia Putri; Kai, Selvia I.; Manunu, Afriliyani Putri; Lajunaidi, Fazrillah; Fausiah, Risna; Saliko, Renaldi; Ruchban, Alim Bahruh Ulum; Solang, Fajri Aditya Van; Olii, Yunus M.
CENDEKIA : Jurnal Penelitian dan Pengkajian Ilmiah Vol. 3 No. 1 (2026): CENDEKIA : Jurnal Penelitian dan Pengkajian Ilmiah, Januari 2026
Publisher : Lembaga Pendidikan dan Penelitian Manggala Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62335/cendekia.v3i1.2209

Abstract

Indonesian plays a crucial role in the service sector, particularly in the insurance industry, which demands clarity and accurate communication. This study aims to analyze the influence of Indonesian language use on the service quality of PT Asuransi Ramayana Tbk. and its impact on customer satisfaction. The research method used is descriptive with a qualitative approach. Data collection techniques were conducted through in-depth interviews, direct observation, and documentation related to the insurance service process. The research subjects included employees and customers of PT Asuransi Ramayana Tbk who were directly involved in service activities. The results show that the use of clear, polite, and easy-to-understand Indonesian language contributes positively to improving service quality. Indonesian language not only functions as a communication tool but also as a means of building trust, clarifying policy information, and minimizing misunderstandings between the company and customers. Thus, optimizing the use of Indonesian language in insurance services has a significant impact on the level of customer satisfaction at PT Asuransi Ramayana Tbk.
Co-Authors Abbas, Anggriani Putri Dali, Meilina Widya Fausiah, Risna Kai, Selvia I. Lajunaidi, Fazrillah Manunu, Afriliyani Putri Olii, Yunus M. Ruchban, Alim Bahruh Ulum Saliko, Renaldi Solang, Fajri Aditya Van Tantu, Suci Ramadhani S. Yusuf, Sintia Zakaria, Keyla