Analisis Kepuasan Nasabah Asuransi Kesehatan PT. Central Asia Raya

Abstract

PT. Central Asia Raya (PT. CAR) as one of the insurance companies with asset and premium income the highest namely 15 large of 44 companies the insurance. Innovative products to meet customers' needs continue to launch one of which is health insurance products, which are intended for individuals who want to secure their health. Since the year 2010, number insurance customers of health in PT. CAR experiencing penurunan.Tahun 2009 the number of customers' is a number of 220. In 2010 as many as 178, and in 2011 to 132. In an effort maintain its existence in the market, PT. CAR need to know the how much the level of satisfaction its customers against waiters who given. Through this study, companies can obtain information on the attributes desired by consumers and look at its performance in meeting these attributes, so that in the future may provide input to improve and enhance consumer satisfaction. Destination who want to be achieved from this research is (1) Identifying characteristics insurance clients health PT. CAR, (2) Analyzing the level of of satisfaction insurance clients health PT. CAR, (3) Analyze the relationship characteristics of customers to customer satisfaction customer health insurance PT. CAR. Sampling was conducted using convenience sampling, a number of 60 respondents. The method used to analyze data on the quality level of customer satisfaction health insurance PT. CAR is a method of Importance and Performance Analysis. This method determines whether or not the attributes considered important by consumers, and whether the attributes satisfy the consumer or not, so that priorities can increase performance for each attribute. Based on the results of the IPA CSI, insurance PT. Central Asia Raya need improvement or performance improvement on accuracy attributes provide solutions and services with established procedures and policies. To enhance or improve the performance of insurance should the management of PT. Central Asia Raya revisit to the customer services and claims.