Andhika, Benedictus Widy and Hidayat, Nila K. and Pasasa, Linus (2015) Analysis of Service Quality, Perceived Value and Customer Satisfaction Towards Customer Loyalty in Insurance Industry: Case Study of PT.Synergy Adhi Manunggal. Bachelor thesis, Swiss German University.

Preview	Text Benedictus Andhika 13110080 TOC.pdf Download (400kB) | Preview
	Text Benedictus Andhika 13110080 1.pdf Restricted to Registered users only Download (292kB)
	Text Benedictus Andhika 13110080 2.pdf Restricted to Registered users only Download (385kB)
	Text Benedictus Andhika 13110080 3.pdf Restricted to Registered users only Download (349kB)
	Text Benedictus Andhika 13110080 4.pdf Restricted to Registered users only Download (683kB)
	Text Benedictus Andhika 13110080 5.pdf Restricted to Registered users only Download (212kB)
Preview	Text Benedictus Andhika 13110080 Ref.pdf Download (316kB) | Preview

Abstract

The purpose of this research is to study and analyse the impact of service quality, perceived value, and customer satisfaction towards customer loyalty in insurance industry – case study of PT.Synergy Adhi Manunggal. The primary data was obtained by using the questionnaires to 100 customers of PT.Synergy Adhi Manunggal. The data is analysed using Structural Equation Modeling (SEM analysis to test the hypotheses). Finding of this research shows that service quality, perceived value, and customer satisfaction have a significant positive influence towards customer loyalty. In conclusion PT.Synergy Adhi Manunggal must be able to understand the effect of service quality, perceived value, and customer satisfaction towards customer loyalty. It will be a great challenge for the PT.Synergy Adhi Manunggal in preparing their strategic plan in maintaining customer loyalty.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Service Quality; Perceived Value; Customer Satisfaction; Loyalty, Insurance
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5415 Consumer Behavior H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Atroridho Rizky
Date Deposited:	04 Nov 2020 03:10
Last Modified:	04 Nov 2020 03:10
URI:	http://repository.sgu.ac.id/id/eprint/1557

Actions (login required)

View Item