The Effect of Service Quality on Customer Satisfaction in PT Jasindo Syariah Vehicle Insurance
Keywords:
Customer Satisfaction, Vehicle Insurance, Jasindo SyariahAbstract
The extent to which service quality affects the level of customer satisfaction in PT Jasindo Syariah Vehicle Insurance products is the purpose of this study. This study shows that in an increasingly competitive insurance industry, quality of service is essential to maintain and increase customer satisfaction and loyalty. This research was carried out quantitatively through a survey method and the data was analyzed by simple linear regression. This study involved 35 people who are still customers of the company. The results of the analysis show that the quality of service significantly affects customer satisfaction, as indicated by a regression coefficient of 1.019 and a significance level of 0.000 (< 0.05). An adjusted R2 value of 0.982 indicates that 98.2% of the variation in customer satisfaction can be attributed to the quality of service. These results underscore how important it is to use service elements such as reliability, assurance, physical appearance, responsiveness, and empathy to make customers have a good experience. This research is expected to help companies expand their customer base and improve service quality.
References
Amalia, N., & Widiastuti, T. (2020). Pengaruh Akuntabilitas, Transparansi, Dan Kualitas Pelayanan Terhadap Minat Muzaki Membayar Zakat. Jurnal Ekonomi Syariah Teori Dan Terapan, 6(9), 1756. https://doi.org/10.20473/vol6iss20199pp1756-1769
Cahyanti, D. D., Prasetyo, I., & Utari, W. (2023). Analisis Pengaruh Bauran Pemasaran Dan Kualitas Pelayanan Terhadap Word of Mouth Melalui Kepuasan Pelanggan Sebagai Variabel Intervening Pada “Dimensi Kopi” Trawas. Jurnal Manajerial Bisnis, 7(1), 12–22.
Drs, S. M. (2019). Pengaruh Kualitas Layanan Terhadap Loyalitas Pelang-Gan Yang Dimediasi Oleh Kepuasan Pelanggan Pada Silol Kopi And Eatery.
Fadriansyah, M. S., Hans, J. Z. A., & Ayuningtyas, E. A. (2022). Persepsi Kualitas Pelayanan Terhadap Kepuasan dan Kepercayaan Serta Dampaknya pada Loyalitas Nasabah. Jurnal Pengembangan Wiraswasta, 24(1), 65. https://doi.org/10.33370/jpw.v24i1.758
Haris, A. (2023). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan. Economics and Digital Business Review, 4(2), 334–348.
Instalasi, P., Nasional, L., & Area, P. (2015). JEMI Vol.19/No.2/Desember/2019. 123–131.
Irfal, I., & Mulyanto, H. (2016). Pengaruh Service Quality Terhadap Customer Satisfaction dan Customer Loyalty. Jurnal Pengembangan Wiraswasta, 18(2), 141–152.
Jenah, N. (2022). Pengaruh Kualitas Pelayanan Dan Promosi Terhadap Kepuasan Nasabah Dengan Keputusan Membeli Sebagai Variabel Intervening Pada BRI Life Banjarmasin. KINDAI, 18(2), 227–244.
Maulana, A. M. (2018). Analisis Kualitas Pelayanan terhadap Kepuasan Pelanggan Menggunakan Metode Service Quality dengan Penerapan Index Potential Gain Customer Value. UNIVERSITAS 17 AGUSTUS 1945.
Musqari, N., & Huda, N. (2018). Pengaruh Kualitas Layanan terhadap Loyalitas Melalui Variabel Kepuasan pada Lembaga Amil Zakat (Studi pada. Baituzzakah Pertamina Kantor Pusat). Perisai, 2(1), 34–53. https://doi.org/10.21070/perisai.v
Wijaya, T. (2015). Pengaruh service quality perception dan satisfaction terhadap purchase intention. Modus Jurnal Ekonomi Dan Bisnis, 17(1), 39–52.
Zeithaml, V. A., & Bitner, M. J. (2003). Services marketing: Integrating customer focus across the firm. Language, 20(668p), 26cm.
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
Copyright (c) 2026 Dewi Mayang Sari, Muhammad Syarofi, Rifkhi Ari Maulana
This work is licensed under a Creative Commons Attribution 4.0 International License.
