The impact of insurance claim towards customer satisfaction level in aia medan

Clarisse, Clarisse (2019) The impact of insurance claim towards customer satisfaction level in aia medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Insurance has become one of the most important aspect in citizens everyday life. With the growing competition between each insurance companies, customers will surely choose products and company that could satisfy them the most. By looking from an insurance business point of view, customer satisfaction is the most essential part. Insurance business is similar to marketing business where the selling point is intangible product and communication skill.The population will be the customer that claim insurance benefits from PT. AIA Financial office branch in Medan starting from January 2018 until March 2019. In this research, writer will be using probability sampling as the sampling method and the writer will use Slovin’s formula in order to calculate the sample size.For the research, the writer distributed the questionnaires to 63 sample from aia financial. It shows that the result of each question from each variable is considered as valid and reliable. Based on the research done, It can be conclude that Ha is accepted and Ho is rejected. Thus, there is an effect between insurance claiming and customer satisfaction level at PT AIA Financial Medan.Through the data gathered from the questionnaires distributed to respondents, the result shows that it is an advantage if the company is able to create more quick and practical process in insurance benefits and launch new products that have cheaper premium for citizens.

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