TA DIGITAL
Analisis Kualitas Pelayanan Jasa Klaim pada AJB Bumi Putra 1912 Kantor Cabang Candi semarang
Service at a company that producing goods and serviced, can basically be regarded as an act and the conduct or manner of serving others to meet their need and wants. A service quality is something for a company. Therefore, the writer is interested to make this into a final project entitled ANALYSIS OF CLAIMS IN THE SERVICE QUALITY AT AJB BUMIPUTERA 1912 BRANCH’S CANDI SEMARANG.
The objectives of this project are firstly, to describe the characteristics of respondents consisting of name, age, gender and occupation by using frequency tables and secondly, to calculation the indicator of the determination of service quality, which consists of making procedures of claims, the company’s claims handling process, accuracy in claims handling, ease of administration of eligibility by the policy holder, and the type of claims which have been ever taken by the policy holder. The calculation is based on or seen from the characteristics of respondents.
The object of this final project is AJB BUMIPUTERA. The methods of collecting data are interviews, questionnaires, observation and literature study. This final project writing method uses descriptive analysis. The tools used are cross tabulation between characteristic of respondents and determination of service quality.
The calculation shows that, firstly, the total score from making claims procedure based on respondent’s characteristic is 129, meaning very good. Secondly, the total score from the company’s claims handling process based on the respondent’s characteristic is 130, meaning very good. Thirdly, the total score of accuracy in claims handling in view of respondent’s characteristic is 123, which means that very good. Fourthly, the total score of the ease of administration eligibility in terms respondent’s characteristic is 126, meaning very good. And lastly, the type of claims which the most widely taken by policyholder, within one year is out of contract claim or total of 70.0%.
From the description above, it is concluded that service quality in AJB BUMIPUTERA is very good. The company is expected to maintain the quality both at present and in the future.
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