PENGARUHSERVICE DELIVERYTERHADAP KEPUTUSAN PEMBELIAN POLIS ASURANSI JIWA DAN KEPUASAN NASABAH PADA PT AXA FINANCIAL INDONESIA CABANG SURABAYA DARMO

IKA MAULIDYA PUSPASARI, 01212092 (2016) PENGARUHSERVICE DELIVERYTERHADAP KEPUTUSAN PEMBELIAN POLIS ASURANSI JIWA DAN KEPUASAN NASABAH PADA PT AXA FINANCIAL INDONESIA CABANG SURABAYA DARMO. Undergraduate thesis, UNIVERSITAS NAROTAMA.

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Abstract

PT AXA Financial Indonesia is one of the life insurance company that offers a wide range of financial services products to companies or individuals in the form of life insurance. This study aims to determine the effect of the service delivery (people, process and physical evidence) against the decision of purchasing the policy, the influence of service delivery (people, process and physical evidence) on customer satisfaction, and the influence service delivery (people, process and physical evidence) on customer satisfaction through the purchase of the policy decision. The analytical method used is path analysis, with purposive sampling procedures and the number of sample set of 50 respondents. Analysis shows that the service delivery (people, process and physical evidence) and significant positive effect on purchasing decisions policy. These results have meaning, the better application of the service delivery (people, process and physical evidence) then the rate will be higher purchasing decisions. Service delivery (people, process and physical evidence) also expressed positive and significant impact on customer satisfaction through the purchase of the policy decision. That is, the better the application of the service delivery, then through the purchase decision policyholder obtained customer satisfaction rate is also higher. Keywords: Service delivery (people , process and physical evidence) , purchasing decisions , customer satisfaction .

Item Type:	Thesis (Undergraduate)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	Repository Administrator
Date Deposited:	23 Jul 2018 03:51
Last Modified:	23 Jul 2018 03:51
URI:	http://repository.narotama.ac.id/id/eprint/338

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