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All Journal e-Jurnal Apresiasi Ekonomi Jurnal Ekonomi, Bisnis, Manajemen dan Akuntansi (JEBIMAN)
Salwa Hayati Harahap
Universitas Islam Negeri Sumatera Utara
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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ANALISIS KUALITAS PELAYANAN KLAIM PRODUK JASA ASURANSI PT. ASKRINDO PADA SETDA PROVSU Salwa Hayati Harahap; Zainarti Zainarti
JEBIMAN : Jurnal Ekonomi, Bisnis, Managemen dan Akuntansi Vol. 2 No. 6 (2024): JEBIMAN: Jurnal Ekonomi, Bisnis, Manajemen dan Akuntansi
Publisher : CV. ADIBA AISHA AMIRA

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Abstract

This research aims to analyze the quality of insurance product claims services provided by PT ASKRINDO at the Regional Secretariat (SETDA) of North Sumatra Province. This research uses a quantitative descriptive method with data collection techniques through surveys and direct interviews with customers and staff involved in the claims process. The main focus of this research is to evaluate five dimensions of service quality, namely reliability, responsiveness, assurance, empathy, and physical evidence (tangible). The research results show that in general, the quality of claims services provided by PT ASKRINDO is quite adequate, but there are several aspects that need to be improved, especially in terms of speed of claim settlement and more effective communication between the company and customers. In addition, analysis of customer satisfaction levels shows that delays in the claim settlement process have a negative impact on customer perceptions of the company
ANALYSIS OF FACTORS THAT INFLUENCE TRUST ISSUE SOCIETY ON LIFE INSURANCE PRODUCTS Salwa Hayati Harahap; Nurul Inayah; Muhammad Arif
Jurnal Apresiasi Ekonomi Vol 13, No 3 (2025)
Publisher : Institut Teknologi dan Ilmu Sosial Khatulistiwa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31846/jae.v13i3.991

Abstract

This study aims to analyze the factors influencing public trust in life insurance products in Indonesia. Using a qualitative approach, this study explores various factors contributing to low public trust, including a lack of understanding of life insurance products, negative experiences in the claims process, and the attitudes of insurance agents who lack transparency and tend to force sales. Furthermore, cultural and religious factors also impact public perceptions of life insurance. The results indicate that to increase public trust, insurance companies need to increase education and outreach, improve the transparency of product information, and optimize services, especially in the claims process. With these steps, it is hoped that public trust in life insurance products will increase, encouraging broader participation and the development of a healthier insurance industry in Indonesia.
Co-Authors Muhammad Arif Nurul Inayah Zainarti Zainarti