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Authors: Pupung Purnamasari ; Gusganda Suria Manda and Anton Budi Santoso

Affiliation: Universitas Pendidikan Indonesia, Indonesia

ISBN: 978-989-758-333-9

ISSN: 2184-3368

Keyword(s): Service Quality, Customer Satisfaction, Reliability, Responsiveness, Assurance, Empathy, Direct Evidence

Abstract: This study is aimed to determine the condition of service, the level of expectations and interests of customers, and find out the effect of service quality on customer satisfaction in Asuransi Jiwa Bersama Bumiputera 1912 Branch Office Cikarang in March 2016 until May 2016. The results showed that based on data, in the five dimensions of service quality included reliability, responsiveness, assurance, empathy and direct evidence of insurance customer satisfaction, it can show the average performance level of AJB Bumiputera 1912 Branch Cikarang. The satisfaction level was quite satisfied. Thus, based on the results of this study, it can be concluded that there is a positive and significant influence between the two variables among the quality of service to customer satisfaction.

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Paper citation in several formats:
Purnamasari, P.; Manda, G. and Santoso, A. (2017). The Influence of Service Quality Towards Costumer Satisfaction.In Proceedings of the 2nd Global Conference on Business, Management and Entrepreneurship - Volume 1: GC-BME, ISBN 978-989-758-333-9, ISSN 2184-3368, pages 214-220. DOI: 10.5220/0007117402140220

@conference{gc-bme17,
author={Pupung Purnamasari. and Gusganda Suria Manda. and Anton Budi Santoso.},
title={The Influence of Service Quality Towards Costumer Satisfaction},
booktitle={Proceedings of the 2nd Global Conference on Business, Management and Entrepreneurship - Volume 1: GC-BME,},
year={2017},
pages={214-220},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0007117402140220},
isbn={978-989-758-333-9},
}

TY - CONF

JO - Proceedings of the 2nd Global Conference on Business, Management and Entrepreneurship - Volume 1: GC-BME,
TI - The Influence of Service Quality Towards Costumer Satisfaction
SN - 978-989-758-333-9
AU - Purnamasari, P.
AU - Manda, G.
AU - Santoso, A.
PY - 2017
SP - 214
EP - 220
DO - 10.5220/0007117402140220

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