IMPROVING CUSTOMER SATISFACTION IN PT ASURANSI JIWA INHEALTH INDONESIA

• Main Author: Shahab, Husein
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/48091
• Institution: Institut Teknologi Bandung

The current condition of the insurance industry in Indonesia is frustrating and outdated. Conventional insurance often comes with the hassle of neverending phone calls and confusing policies with hidden clauses that the client needs to pay for. It leaves people wondering how much they should pay for a particular insurance product or service. With today situation, insurances company are obliged to maintain their customer satisfaction by always providing excellent services to their customers In conducting this research, the authors intend to find out how participants' perceptions and expectations in relation to services for selected health insurance products, therefore the authors in this study conducted a secondary data analysis and then conducted an internal company analysis. Then the authors also use a quantitative method by compiling a questionnaire to measure the extent of customer experience for the service of the selected product. The model used in this study are servqual, Gap Analysis and Cartesian Diagram. The results of this study indicate there are several problems faced by companies related to customer satisfaction, the results of this study indicate there are several problems related to the quality of services provided, including aspects of personal service and operational aspects which include customer service in hospitals, insurance company officers inadequate in terms of competence and product knowledge, services in terms of information and poor service from the company's business partners. For this reason, the authors recommend improvements to some of these aspects by improving customer service during the business acquisition process, improving the quality of customer information systems and implementing digital claims submission. The author also recommends improving the quality of human resources by improving training methods, especially in terms of product knowledge and employee competency level. The third is reviewing the quality of the performance of third party partners. In this study the authors emphasize the choice to improve the quality of work partner performance, especially in hospital customer service.