PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PT. ASURANSI STACO MANDIRI SURABAYA

Erik  Setyawan; Nurul  Widyawati

Erik Setyawan
Nurul Widyawati

Keywords: service quality, customer satisfaction, multiple linear regressions analysis

Abstract

This research aims to determine whether the dimensions in service quality that is reliability, responsiveness,
assurance, empathy, and tangible have a significant influence on customer satisfaction at PT Asuransi Staco
Mandiri Surabaya. The population in this research are consumers who have used services in PT Asuransi Staco
Mandiri Surabaya. The sampling technique used is Non-Probability Sampling technique with Accidental
Sampling approach, that is the technique of determining the sample by chance, that is who happened to meet
with the researcher can be sampled if in view suitable. In this research the number of samples used by researchers
about 100 questionnaires. The analysis method used in this research is multiple linear regression analysis with
using SPSS application tool. The results of this research indicate that variable reliability, responsiveness,
assurance, empathy, and tangible have a significant influence on customer satisfaction.
Keywords : service quality, customer satisfaction, and multiple linear regressions analysis.

Author Biography

Nurul Widyawati

This research aims to determine whether the dimensions in service quality that is reliability, responsiveness,
assurance, empathy, and tangible have a significant influence on customer satisfaction at PT Asuransi Staco
Mandiri Surabaya. The population in this research are consumers who have used services in PT Asuransi Staco
Mandiri Surabaya. The sampling technique used is Non-Probability Sampling technique with Accidental
Sampling approach, that is the technique of determining the sample by chance, that is who happened to meet
with the researcher can be sampled if in view suitable. In this research the number of samples used by researchers
about 100 questionnaires. The analysis method used in this research is multiple linear regression analysis with
using SPSS application tool. The results of this research indicate that variable reliability, responsiveness,
assurance, empathy, and tangible have a significant influence on customer satisfaction.
Keywords : service quality, customer satisfaction, and multiple linear regressions analysis.