PENGARUH KEPERCAYAAN DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN ASURANSI JIWA

Abstract

The most important thing in the service business which should be carried out by the management is to maintain trust and service quality in order to make the customer satisfied to what has been provided by the company. A company which can keep trust and good service quality is the strength in order to compete with competitors. This research is meant to find out the influence of trust and service quality to the customer satisfaction of PT. Axa Financial Indonesia. The population is 100 insurance customers of PT. Axa Financial Indonesia. The sample collection technique has been done by using non probability sampling method. It is a sample collection method which does not give any opportunity to every elements of the member of the population which has been selected as sample. 80 customers have been selected as samples by using the Slovin formula. The data collection technique has been done by issuing questionnaires after the validity test and reliability test has been conducted. The data analysis technique is carried out by using the multiple linear regressions.The results of research show that: (1) trust has significant influence to the customer satisfaction; (2) service quality has significant influence to the customer satisfaction.
Keywords : trust, service quality, customer satisfaction