FUZZY APPLICATION – SERVQUAL FOR THE IDENTIFICATION OF CUSTOMER SATISFACTION PREFERENCE OF SCO (Service Center Office) BRINGIN LIFE INSURANCE JAKARTA

Yudha Juniarsa

Abstract



In addition to meet the demand of Bringin Life Insurance
customer service, there are some influential factors for customer
satisfaction including reliability,, responsiveness,(assurance),
(emphaty), (tangible). servqual method is an applicable method in
insurance company as a type of service companiesto identify
customer satisfaction preferences.By applying Fuzzy – Servqual
approach is expected SCO(Service Center Office) Bringin Life
insurance Jakarta to renew and improve service quality for
consumer’s as consumer’s demand.The purpose of the research to
identify the service quality of SCO Iservice center Office) Bringin
Life insurance Jakarta as client’s expectation.
Based on data analysis has drawn a conclusion that the
variable of service quality including reliability, responsiveness,
empathy, assurance and tangible currently provided by SCO Bringin
Life insurance Jakarta is good either in individual or in corporate. As
known that Adjusted value R2 of 0, 636 means that 63,6% at
variance with client’s satisfaction can be explained by the variable
of reliability, responsiveness, empathy, assurance and tangible
while remains 36,4% (100%-63,6%) explained by other causes that
excluded in this research.
To achieve client’s satisfaction management should
improve the performance by providing the facilities for claim
process as nowadays it still tends too long and the management is
also expected to pay more attention marketing department,since
some marketing of SCO (ServiceCenter Office) Jakarta who lack of
policy insurance and product given by trainer. From the result of
Fuzzy’s analysis of currently operated Service Quality.
Concerning client’s intention concluded that Building and
office factors had strong influence to the interest of the client to join

SCO Bringin Life Insurance Jakarta. From the input the
management should focus those both factors : building and office as
further considerable materials in the implementation of the
identification client’s satisfaction.

Full Text:

Full Paper

Download File : 15785-44426-1-PB.pdf aneka ragam manfaat dan khasiat sejuta manfaat artikel unik sejarah kerajaan