TA DIGITAL
Tingkat kepuasan pelanggan terhadap efisiensi dan efektifitas pelayanan polis asuransi ekspor pada PT. Asuransi Tokio Marine Indonesia cabang Semarang
The development of today’s business world has brought us to the business world of competition. Service is the key to make customer satisfied and being loyal to the company. One company that tries to maintain its customer is PT. Asuransi Tokio Marine Indonesia Semarang Branch. One of the services that company is making an export insurance policy.
The objective to be achieved in this final project report are to determine customer perceptions, and to know customer satisfaction toward efficiency and effectiveness of export insurance policy services.
This final project uses several data collection techniques, there are observation, interviews, questionnaires, literature study. The research method used in this research is descriptive research method by using random sampling method, with the number of samples of 50 respondents. Each question consists of the service indicators: tangible, empaty, responsiveness, reliability and assurance related efficiency and effectiveness aspects.
The research results that majority of customers stated that the services are well received. It is proved by Customer Satisfaction Index (IKP) indicating each variable of 70% in average. This evidence states that the majority of customers are highly satisfied. This also proves that the services of export insurance policy is efficient, because the feedback are good. Nevertheless there are still some effective aspects to be increased. Although the percentage is small, but it must be considered by the company for a better services in the future.
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