TA DIGITAL
Analisisi Tingkat Kepentingan dan kulaitas Layanan Asuransi Muaatan Kapal Laut Pada PT. Asuransi Tokio Marine Indonesia Cabang Semarang
PT. Tokio Marine Insurance Indonesia is a global insurance company which commits to provide their customers with products and services of highest quality, and spreads safety and security to all around them.
The purpose of this final project are to know procedure of policy issuance marine cargo insurance, to analyze the marine cargo’s service dimensions which are perceived important by customers, to analyze the level of quality marine cargo’s service provided by PT. Tokio Marine Insurance Indonesia branch Semarang, and to analyze the appropriate level of marine cargo insurance services by customer.
The methods of collecting data are interview, observation, literature review and questionnaire. The data analysis which is used likert scale and Importance and Performance Matrix. The importance and service quality attributes are tangible, responsiveness, realibility, assurance and emphaty.
The resuls of the analysis shows that the position of the company on the quadrant B of Kartesius Diagram “Performance Maintained”, with an average score of the variable importance of 3.943, which is considered importance. The level of service quality is at 3.76, which is considered good by the customers.
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