Analisis Tingkat Pelayanan Klaim dan Komplain Nasabah terhadap Ketidakpuasan Nasabah Asuransikendaraan Bermotor pada PT Jasa Raharja Putera Cabang Pematang Siantar

Abstract

Motor Vehicle Insurance is an insurance that covers all dangers that can cause harm to someone as the car owner. The car maintenance and losses arising from harm to the car may be covered individually under one policy within a single policy, or multiple policies covering each event in an agreement with a general policy “Comprehensive” which combines several coverages. The aim of this study was to find out the effect of Service and Customer Complaints on the Dissatisfaction of Motor Vehicle Insurance Customers at iPTiJasaiRahajaiPutera Branch of PematangSiantar partially or simultaneously. The method used was the quantitative method. Research data obtained from questionnaires by looking for samples using the Slovin technique. The population of this study was carried out on Motor Vehicle Insurance Customers of PT Jasa Raharja Putera PematangSiantar Branch with a total sample of 70 customers. Using primary data by distributing questionnaires and multiple linear regression analysis method using hypothesis testing using SPSS Software Version 25. The results of this study simultaneously from variables X1 (Service) and X2 (Kompalin) have a positive and significant effect on customer dissatisfaction. Then partially the variables X1 (Services) and X2 (Complaints) also affect the Dissatisfaction of Motor Vehicle Insurance Customers.

 Keywords: motor vehicle insurance, customer complaints, claims, services