Papers by Inayatur Rochmah
JOURNAL OF APPLIED BUSINESS ADMINISTRATION, 2018
Penelitian ini bertujuan untuk mengetahui kesenjangan (gap) kualitas layanan klaim antara kinerja... more Penelitian ini bertujuan untuk mengetahui kesenjangan (gap) kualitas layanan klaim antara kinerja dan harapan serta untuk mengetahui dimensi kualitas layanan yang perlu menjadi prioritas dan harus dioptimalkan oleh PT Asuransi Central Asia. Klaim dalam asuransi diartikan sebagai tuntutan ganti rugi atas apa yang dipertanggungkan kepada perusahaan asuransi. Analisis kualitas layanan terdiri dari 5 dimensi layanan, yaitu: tangible, reliability, responsiveness, assurance dan empathy. Teknik pengumpulan data menggunakan angket/kuesioner yang terdiri diri 22 indikator pertanyaan untuk mendukung pengolahan data. Jumlah sampel sebanyak 103 responden para pengguna jasa klaim asuransi kendaraan. Metode analisis yang digunakan dalam penelitian ini adalah uji validitas, uji reliabilitas, statistif deskriptif, metode servqual dan metode importance performance analysis. Hasil penelitian ini menunjukkan bahwa: pertama, berdasarkan metode servqual, masing-masing variabel masih terdapat kesenjanga...
Kartikasari, D., & Inayaturrochmah, I. (2018). ANALISIS KUALITAS LAYANAN ASURANSI DALAM PROSES GANTI RUGI KENDARAAN (KLAIM) NASABAH PT ASURANSI CENTRAL ASIA CABANG BATAM. JOURNAL OF APPLIED BUSINESS ADMINISTRATION, 2(1), 1-12., 2018
The purpose of this research is to determine service quality claim gaps between performance and i... more The purpose of this research is to determine service quality claim gaps between performance and importance of costumers. Beside that, the purpose of this research is to determine service quality dimensions which is need to be priority and have to be optimized by PT Asuransi Central Asia. Claim is defined as compensation on interest that insured to be insurance company. Analysis of service quality consist of 5 dimensions. Those are tangible, reliability, responsiveness, assurance dan empathy. Technique of data collection is using quesionnaires that consist of 22 statement indicators to supports processing data. The samples are 103 of insurance claim service users. The analytical methods used in this research are the tests of validity, reliability, descriptive statistics, servqual methods, and importance performance analysis. The result of this research shows that: 1) according servqual method, there are gaps in each variabels between performance and importance of claim services in PT Asuransi Central Asia Batam. 2) according importance performance analysis method, analysis is done through by cartesius diagram with result 6 statement indicators is in Quadrant I (Concentrate here), 5 statement indicators is in Quadrant II (Keep up the good work), 5 statement indicators is in Quadrant III (Low priority), and 6 statement indicators is in Quadrant IV (Possible overkill).
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Papers by Inayatur Rochmah