American Journal of Applied Sciences

The Level of Service Quality and Customer Satisfaction of the Insurance Industries in Indonesia

Agustina Hanafi

DOI : 10.3844/ajassp.2017.462.468

American Journal of Applied Sciences

Volume 14, Issue 4

Pages 462-468


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%.


© 2017 Agustina Hanafi. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.