Analysis of Service Quality on Satisfaction with Raharja Services Insurance Southeast Sulawesi Branch to Road Traffic Accident Victims in Kendari City

Abstract

Introduction User satisfaction is the main goal of service, because service quality is absolute. For future purposes, a gap analysis needs to be carried out.

Objectives: This research aims to analyze the gap between customer expectations and the perceptions of external customers and internal customers in the traffic accident life insurance industry.

Method: This analysis is based on five gaps, namely: service gap, knowledge gap, standard gap, delivery gap, and communication gap. The Servqual method used in this research consists of five dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. This research uses quantitative methods by collecting data through questionnaires distributed to customers who are victims of traffic accidents who receive services from Jasa Raharja.

Results: The research results show that Jasa Raharja's services can generally be said to be quite good, although there are still several dimensions that have negative gap values. The tangibles, reliability and responsiveness dimensions show a negative gap, with the largest negative gap found in the responsiveness dimension (-0.17). The main factor causing this gap is the use of the WhatsApp chat application as a communication tool between managers and front-line employees, which results in managers not fully understanding real-time conditions.. Gaps occur when managers set performance standards that front-line employees cannot implement due to differences in experience and lack of interaction with operational staff.

Conclusion: Quality of service PT. Jasa Raharja Southeast Sulawesi Branch has a significant influence on the satisfaction of traffic accident victims in Kendari City, although there are several dimensions that have negative value gaps, especially responsiveness. To increase satisfaction further, PT. Jasa Raharja needs to improve service speed, increase the skills and friendliness of officers, and simplify the insurance claims process.