Saputra, Novi Ade (2009) Pengaruh sikap persepsi nilai dan persepsi peluang keberhasilan terhadap niat menyampaikan keluhan (studi pada nasabah asuransi Bumiputera Cabang Magetan) / Novi Ade Saputra. Diploma thesis, Universitas Negeri Malang.
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ABSTRACT Saputra Novi Ade. 2009. The Influence of Attitude Value Perception and the Success Opportunity Perception on the Intention of the Complaint Expression (Case Study on Bumiputera Insurance Company Magetan Branch). Script (Final Year Project). Study Program of Management. Department of Management. Faculty of Economic. Malang State University. Supervisors 91) Drs. Agus Hermawan M.Si M. Bus. (2) Rachmad Hidayat S.Pd Keywords attitude effect value perception the success opportunity perception the intention of the complaint expression Indeed none can fully predict something that will happen in the future even they use many sophisticated analytical tools. In Indonesia insurance companies have potential opportunity since there are many Indonesian make use of their services. It is clear that one of the main focuses of insurance company is the problems related with the consumer s or client s complaint. Sometimes complaint problems are occurred both from employee and customer side. Therefore it is important to conduct a study for alleviating that of problem. In view of that the research questions were as follows (1) Does attitude on complaint complaint value perception and the success opportunity perception of complaint partially influence the customer s intention for expressing the complaint to Bumiputera Insurance Company Magetan Branch (2). Does attitude on complaint complaint value perception and the success opportunity perception of complaint simultaneously influence the customer s intention for expressing the complaint to Bumiputera Insurance Company Magetan Branch and (3). Which variables that dominantly influence the customer s intention for expressing the complaint to Bumi Putera Insurance Magetan Branch . The dependent variables that chosen in this research were attitude on complaint (X1) complaint value perception (X2) and the success opportunity perception of complaint (X3) while the independent variable was the intention of the complaint expression (Y). Additionally the research s samples of 99 people who are the customers of Bumiputera Insurance Company Magetan Branch were selected by accidental sampling technique. Moreover the collected data has been evaluated by multiple linier regressions using SPSS windows version 13.00 software. The analysis result showed that firstly the value of attitude on complaint variable (X1) was B 0 741 tcalculation of 10 77 and the significance of t was 0 000 which was lower that 0 05 (sig. t 0 05). Based on that value it could be determined that attitude on complaint had a significantly positive affect on the customer s intention for expressing the complaint. Secondly the complaint value perception variable (X2) had value of B -0 326 tcalculation of -2 361 with the t significance of 0 002 (sig. t 0 05). Derived from that result it was clear that the complaint value perception had a significantly positive affect on the customer s intention for expressing the complaint. To sum up there was a significantly positive affect of attitude on complaint complaint value perception and the success opportunity complaint perception that partially influence. As well as these three variables simultaneously influenced the intention of the complaint expression. Furthermore the attitude on complaint was the dominant variable that affected the intention of the complaint expression. This was shown by the higher percentage (53 1%) on the utilization of attitude on the Effective Donation of complaint. Accordingly it is recommended that the management of Bumiputera Insurance Company Magetan Branch should give more concerns on their customer s complaint. Since the customers are contributing many great benefits for the company s development. Then the customers of Bumiputera Insurance Company are supported to truthfully express their complaint by using provided media such as suggestion box mass media as well as electronic media. Undoubtedly the complaint is a motivation to improve the quality of Bumiputera Insurance Company Magetan Branch as it is stated in its vision which is to create many products and services that having most advantageous for the Bumiputera community mainly its customers.
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | ?? ?? |
| Divisions: | Fakultas Ekonomi dan Bisnis (FEB) > Departemen Manajemen (MNJ) > S1 Manajemen |
| Depositing User: | library UM |
| Date Deposited: | 22 Oct 2009 04:29 |
| Last Modified: | 09 Sep 2009 03:00 |
| URI: | http://repository.um.ac.id/id/eprint/33180 |
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