Customer Satisfaction Analysis Reviewed From Quality Of Service Factors And Positive Image In Indonesia Reinsurance Companies
Abstract
Customer satisfaction is inexorable, and there is no better way than to strive for it either by providing service or by guaranteeing trust (image).In fact, for a company to satisfy customers is an inevitability, an obligation that must be fulfilled as a consequence of the goals to be achieved.Theoretically this research wants to examine how the contribution of service quality and company image in affecting customer satisfaction, either in partial testing or together.The scientific manifestations used from this study are quantitative, research that reveals findings through a series of statistical tests.In collecting the data, the study established asidental techniques to 118 customers at Indonesian reinsurance companies.In descriptive tests known findings, that the service is considered not optimal in terms of guarantees, while the image has not been optimal in terms of social activities, and satisfaction has not been optimal in terms of willingness to recommend products.Statistical tests showed that the company's image had a dominant influence with a regression value of 0.450, while service was 0.297, and simultaneously by 0.417.From these findings it can be concluded that 1) satisfaction can be explained by service variables and imagery.2) Satisfaction will be better if the company improves its image.3) the importance of presenting other factors to maximize customer satisfaction.
Keywords: Quality of Service, Company Image, Customer Satisfaction
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