Pelayanan asuransi jiwa syariah: sudahkah sesuai harapan?

Wicaksono, Ahmad Tibrizi Soni and Trisasmita, Rio (2018) Pelayanan asuransi jiwa syariah: sudahkah sesuai harapan? Kordinat: Jurnal Komunikasi Antar Perguruan Tinggi Agama Islam, 17 (2). pp. 303-324. ISSN 2654-8038

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Abstract

This study aims to analyze Gap on Islamic Life Insurance
Services in DKI Jakarta by CARTER approach (Compliance, Assurance, Responsiveness, Tangibles, Empahty, Reliability), respondents in this study amounted to 150 respondents, using cluster sampling method, this researcher use Importance Performance Analysis Method. The result of the research shows that the level of satisfaction between perception and expectation toward service to customers of Islamic Life Insurance in DKI Jakarta has a value of 97.22%, it indicates that there are still Gap on services provided by Islamic Life Insurance Company in DKI Jakarta especially on Hospitality employees in serving the customer, Ability to respond to problems arising, Ability to communicate with customers, Capacity quickly responsive to customer complaints, Use of equipment and technology in operational activities, and Application of Information technology.

Item Type: Journal Article
Keywords: CARTER; Service Quality and Importance Performance Analysis
Subjects: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1502 Banking, Finance and Investment > 150203 Financial Institutions (incl. Banking)
15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1502 Banking, Finance and Investment > 150204 Insurance Studies
15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150501 Consumer-Oriented Product or Service Development
Divisions: Faculty of Economics > Department of Islamic Banking
Depositing User: Ahmad Tibrizi Soni Wicaksono
Date Deposited: 30 Jan 2020 04:14

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