The Mediating Role of Satisfaction in the Relationship between Service Quality and Loyalty: Case Study in PT Asuransi XYZ Indonesia.

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Nurismartian, Roby and Sembel, Roy (2020) The Mediating Role of Satisfaction in the Relationship between Service Quality and Loyalty: Case Study in PT Asuransi XYZ Indonesia. International Journal of Business Studies, 4 (1). pp. 46-55. ISSN 2580-0132

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Abstract

The objective of this study is to analyze the relationship of service quality on agents’ satisfaction, service quality on agents’ loyalty, and satisfaction on loyalty when they used the insurance portal XYZNet as a digital tool provided by PT Asuransi XYZ Indonesia for their agents to increase market share in retail business in Indonesia. Where the portal was facing the challenge of the low number of usages. This study used a quantitative approach, involved 100 respondents which have minimum

Item Type: Article
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HG Finance
Divisions: Research And Community Empowerment > Journals
Depositing User: Rizky Amalia
Date Deposited: 19 Aug 2020 03:00
Last Modified: 19 Aug 2020 03:00
URI: http://repository.ipmi.ac.id/id/eprint/729

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