Detail Analisis Kepuasan Pelanggan Asuransi Kendaraan Bermotor Dengan Menggunakan Metode Servqual dan Model Kano Yang Diintegrasikan dengan Quality Function Deployment (QFD): (studi kasus: PT. Asuransi Central Asia) Bibliografi Author: GUNAWAN, JUAN MARCO ; Surbakti, Feliks Prasepta Sejahtera (Advisor) Topik: ServQual; Importance-Performance Analysis; Kano model; HOQ Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2010     Jenis: Theses - Undergraduate Thesis Fulltext: Juan Marco's Undergraduated Theses.pdf (2.95MB; 93 download) Juan Marco Gunawan-PENDUKUNG.pdf (80.31KB; 7 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: FTI-524 Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract PT. Asuransi Central Asia is a company that specializes in insurance services losses. As a company engaged in service, good service to customers remains the focus of the company. The development of the company's performance over the last few years have put PT. Asuransi Central Asia as one of the major players in the insurance industry of Indonesia. For that sued the company to be able to compete by knowing the level of customer satisfaction. Customer satisfaction is often an indicator to predict whether customers will come back to buy products or services from the company. Satisfied policyholders tend to have a committed and loyal to the company. In determining and measuring service quality in SERVQUAL method. SERVQUAL method by calculating the gap score can calculate the gap between customer expectations and perceptions. From the results of this perhitupangan score gap, performance of service attributes can be known. Importance-Performance Analysis was made to determine the attributes that a top priority for repair based on the level of interest. Then with the Kano model to identify the service attributes based on the extent to which these attributes the ability to meet customer satisfaction. From the results of the calculation SERVQUAL gap score method and the identification of the Kano model can be determined priority effort to improve service by constructing houses HOQ matrix. From the research results can be known SERVQUAL method 25 attributes of service performance Asuransi Central Asia is currently under customer expectations. Based on the method of Importance-Performance Analysis can be known that there are 5 essential attributes by consumers for repair. Kano model attributes to produce 15 Must-be category, with category attributes 6 One-Dimensional, and 3 attributes with Attractive category. Results SERVQUAL, Kano model of science and be integrated into the HOQ. From the results of HOQ matrix formulation, it is known that the attributes that need to be improved is the attribute "The availability of a replacement car facility", and "Management claims easily and quickly". So planned actions to improve the quality by adding a replacement car as much as 43 units and the provision of compensation in the form of premium payment discount vouchers. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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