Emerging Markets : Business and Management Studies Journal
Vol 3 No 1 (2015)

ANALYSIS OF SERVICE QUALITY, PERCEIVED VALUE AND CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY IN INSURANCE INDUSTRY - CASE STUDY OF PT. SYNERGY ADHI MANUNGGAL

Andhika, Benedictus Widy (Unknown)
Hidayat, Nila Khrisnawati (Unknown)
Pasasa, Linus (Unknown)

Article Info

Publish Date
22 Nov 2018

Abstract

The purpose of this research is to study and analyse the impact of service quality, perceived value and customer satisfaction towards customer loyalty in insurance industry - case study of PT. Synergy Adhi Manunggal. The primary data was obtained by using the questionnaires to 100 customers of PT. Synergy Adhi Manunggal. The data is analysed using Structural Equation Modelling (SEM analysis to test the hypotheses). Finding of this research shows that service quality, perceived value and customer satisfaction towards customer loyal. It will be a great challenge for the PT. Synergy Adhi Manunggal in preparing their strategic plan in maintaining customer loyalty.

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Journal Info
Emerging Markets : Business and Management Studies Journal
Website

Abbrev

ijembm

Publisher

Swiss German University

Subject

Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences

Description

This journal is particularly interested in publishing scholarly empirical and theoretical research in various topics in the fields management, accounting, finance, and service industry, such as; Entrepreneurship, marketing, consumer behaviour, organizational behaviour, strategic management, ...