Service Quality and Reputation Toward Customer Trust in Life Insurance Corporation

DOI

10.2991/gcbme-16.2016.83How to use a DOI?

Keywords

Service Quality, Corporate Reputation, Customer Trust Article Type---Research paper

Abstract

The low of customer trust is discussed on insurance sector. Companies should pay attention to this aspect because trust plays an important role in the engagement of long-term relationship between company and consumers in insurance services. Zurich Gold Lion is one of the insurance company which has a problem with customer trust. This study aims to identify and measure the impact of service quality and reputation on customer trust. This research applies descriptive verification method and research data is collected from 150 respondents of Zurich Gold Lion customer by multiple regression analysis techniques. It is discovered that service quality and reputation positively affected customer trust, service quality positively affected 35,8% customer trust while reputation affected 7% on customer trust. In addition, a factor in building a good service quality is the quality of interaction between service provider and customer, while the workplace environment is a factor in creating perceptions of the customer to the company's reputation.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - L. Lisnawati
AU  - Girang Razati
AU  - Henny Mulyani
PY  - 2016/08
DA  - 2016/08
TI  - Service Quality and Reputation Toward Customer Trust in Life Insurance Corporation
BT  - Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship
PB  - Atlantis Press
SP  - 456
EP  - 459
SN  - 2352-5428
UR  - https://doi.org/10.2991/gcbme-16.2016.83
DO  - 10.2991/gcbme-16.2016.83
ID  - Lisnawati2016/08
ER  -