HALONEN, NINA TARJA (2020) PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN NASABAH SERTA KEPERCAYAAN MEREK PADA PERUSAHAAN ASURANSI JIWA. S2 thesis, Universitas Negeri Jakarta.
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Abstract
This study aims to determine the extent of the influence of service quality and customer value on brand trust with customer satisfaction as an Intervening variable in life insurance companies. The sample in this research is a life insurance customer at PT. Prudential. The sample technique used was purposive sampling, which is a customer who has an active life insurance policy with a valid total response of 220 respondents. This research uses quantitative methods. Data collection was carried out by distributing questionnaires using a 5-point Likert scale. Data analysis method used in this study is Structural Equation Modeling (SEM) using Amos version 24. The results of this study indicate that there is a significant positive effect of service quality and customer value on customer satisfaction, there is a significant positive effect on brand trust, and there is a significant positive effect on brand trust mediated by customer satisfaction. Keywords: Service quality, customer value, customer satisfaction, brand trust, life insurance
| Item Type: | Thesis (S2) |
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| Additional Information: | Pembimbing I : Dr. Mohammad Rizan, SE. MM Pembimbing II: Dr. Usep Suhud Ph.D |
| Subjects: | Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Layanan Kantor (Office Services) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) > Manajemen Kontrol dan Kualitas (Control and Quality Management) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Perikalanan (Advertising) |
| Divisions: | Fakultas Ekonomi > S2 Magister Manajemen |
| Depositing User: | Budi Siswanto |
| Date Deposited: | 15 Dec 2020 02:37 |
| Last Modified: | 15 Dec 2020 02:37 |
| URI: | http://repository.fe.unj.ac.id/id/eprint/9646 |
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