PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN, DAN TANGGUNG JAWAB TERHADAP KEPUASAN MASYARAKAT DALAM BIDANG PERASURANSIAN PT JASA RAHARJA PERWAKILAN SURABAYA

Abstract

This study aims to find out how much influence the quality of service, trust, responsibility towards community satisfaction at PT Jasa Raharja Representative Surabaya has. The type of data used is primary data which is supported by a questionnaire tool, precisely the target is the community heirs / families of accident victims. The population in this study cannot be determined with certainty how many are used as samples, so this population is classified as an infinite population, namely in this study using the Lameshow formula. In this study, the sampling method used is the nonprobability sampling method, which is a technique that does not provide equal opportunities/opportunities for each element. So the number of samples used as many as 100 respondents. The data analysis technique used in this study is the multiple linear regression method with the help of the SPSS version 20 program. Based on the results of testing using hypothesis testing analysis, it is obtained that the service quality variable has a negative and insignificant effect on community satisfaction of 0.071, trust has a positive effect and significant to community satisfaction of 0.001, responsibility has a positive and significant effect on community satisfaction of 0.000.
Keywords: Service quality, trust, responsibility, community satisfaction