KUALITAS PELAYANAN NASABAH PADA PT. ASURANSI SINARMAS CABANG PALU

Abstract

This study aimed to analyze the quality of service in providing insurance to customers at PT Asuransi Sinarmas Branch Palu. Informants in this study were 8 people, consisting of four employees and four customers. Informant selection technique used in this study was purposive selection. Data collection techniques in this study were: observations, interviews and documentations. The results show that the quality of service in providing insurance at PT Asuransi Sinarmas Branch Palu based on research results had not been implemented to the fullest. This was evidenced with five indicators used as benchmarks in this study: three indicators, namely responsiveness, physical evidence (tangible), and empathy (empathy), had been supporting the quality of service maximally. While, the other indicators had not been implemented to the fullest, namely assurance: PT Asuransi Sinarmas Branch Palu did not provide services in accordance with the specified time in terms of vehicle loss claim due to delays in spare parts delivery from the central office; and reliability: there was a lack of training or education provided by PT Asuransi Sinarmas Branch Palu to its personnels in order to support and improve the quality of service.