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首页> 外文期刊>American journal of applied sciences >The Level of Service Quality and Customer Satisfaction of the Insurance Industries in Indonesia
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The Level of Service Quality and Customer Satisfaction of the Insurance Industries in Indonesia

机译：印度尼西亚保险业的服务质量水平和客户满意度

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摘要

This survey aims to investigate the level of service quality, client satisfaction and the image of Indonesia in particular insurance companies to PT (Limited Liability Company) Insurance Bumiputera Bumida Palembang. Indirectly influence the quality of services to the corporate image through satisfaction. The method used was descriptive. Data obtained through the distribution of questionnaires to 285 unemployment insurance claims losses Bumida Palembang PT Asuransi Bumiputera study. Descriptive analysis that involves frequencies, means and percentages used in this study. The results showed that the effect of simultaneous five dimensions of service quality are tangible, reliability, responsiveness, assurance and empathy are positive and significant on unemployment claims satisfaction of 49.7%. In partial, reliability dimension has an important influence positively the most dominant to the satisfaction of jobless claims, which accounted for 27%, the next dimension significantly, dimensions responsiveness, assurance dimensions and dimensions of empathy has had a major influence positively to the satisfaction of unemployment claims that each by 21.5,20.6, 18.1 and 19.6% of each other. Five dimensions of service quality has an indirect effect a positive image of the company PT Asuransi Palembang Bumida Bumiputera through satisfaction jobless claims, which are tangibles is 2.3%, dimensional reliability is 2.9%, dimensions responsiveness is 2.2%, dimensions guarantee is 1.9% and empathy dimension it amounted to 2.1%. Although unemployment claims satisfaction in handling insurance claims loss solutions have a positive effect and significant to the company's image is equal to 10.7%.
机译：这项调查旨在调查服务质量，客户满意度以及印度尼西亚在PT（Limited Liability Company）保险Bumiputera Bumida Palembang保险公司中的形象。通过满意度间接影响企业形象的服务质量。使用的方法是描述性的。通过对285份失业保险索赔损失进行问卷调查而获得的数据Bumida Palembang PT Asuransi Bumiputera研究。描述性分析涉及本研究中使用的频率，均值和百分比。结果表明，服务质量的同时五个维度的影响是切实的，可靠性，响应性，保证和同理心对失业求职者的满意度为49.7％。在局部方面，可靠性维度对失业申请的满意度具有积极影响，占主导地位，占27％，其次是显着维度，响应维度，保证维度和共情维度对失业者的满意度有积极影响。失业率分别为21.5、20.6、18.1和19.6％。服务质量的五个维度间接影响了PT Asuransi Palembang Bumida Bumiputera公司通过未申请失业救济金的正面形象，其中有形为2.3％，尺寸可靠性为2.9％，尺寸响应度为2.2％，尺寸保证为1.9％，移情维度为2.1％。尽管失业索赔对处理保险索赔损失的解决方案具有积极的作用，并且对公司的形象具有重大意义，但等于10.7％。

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