Francisca Cecilia Sutedjo
Alumnus, Faculty of Industrial Tehnology, Petra Christian University

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KUALITAS LAYANAN BEBERAPA PERUSAHAAN ASURANSI DI SURABAYA Francisca Cecilia Sutedjo; Kriswanto Widiawan
Jurnal Teknik Industri: Jurnal Keilmuan dan Aplikasi Teknik Industri Vol. 7 No. 2 (2005): DECEMBER 2005
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (191.732 KB) | DOI: 10.9744/jti.7.2.160-167

Abstract

One of the service industries that grow faster than the others is insurance industry. Since there are a lot of companies that involved in this kind of industry, clients need to select a certain company that served the best service compared to the others. The objectives of this research are to determine the most important service dimension based on the customers' opinion, to measure customers' expected and perceived values of each service dimension, and to determine which company that provide the best services on each service dimension. This research used servqual method. The questionnaire was distributed to 260 clients of 10 well-known insurance industries in Surabaya. They were asked about five service dimensions, i.e.: tangible, reliability, responsiveness, assurance, and empathy. The result shows that the most important service dimension is empathy. The highest expected values is reliability. The service dimension which provide the best service is tangible. Generally there are no companies that exceed the customers' expected values Abstract in Bahasa Indonesia : Salah satu industri jasa yang sangat pesat pertumbuhannya adalah jasa asuransi. Memilih penyedia jasa asuransi yang tepat wajib dilakukan sekalipun bukan hal yang mudah. Hal ini disebabkan kewajiban nasabah sudah harus ditempuh, sementara manfaat asuransi baru diperoleh beberapa bulan atau tahun kemudian. Nasabah perlu mengetahui perusahaan asuransi mana yang memberikan layanan baik. Sementara perusahaan asuransi juga perlu mengetahui dimensi layanan apa saja yang dianggap penting oleh nasabah, serta harapan dan kepuasan nasabah untuk masing-masing dimensi layanan. Penelitian dilakukan dengan metode service quality (servqual), terhadap 260 nasabah dari 10 perusahaan asuransi besar di Surabaya untuk lima dimensi layanan, yaitu tangible, reliability, responsiveness, assurance dan empathy. Hasil penelitian menunjukkan dimensi empathy yang tertinggi tingkat kepentingannya. Dimensi reliability menjadi dimensi dengan tingkat harapan terbesar. Dimensi dengan layanan terbaik adalah tangible. Secara keseluruhan masih terjadi gap antara harapan dan kepuasan responden. Kata kunci: Kualitas layanan, metode servqual, analisis gap.