Application of PLS and TRIZ Method in Optimizing Customer Satisfaction Insurance of PT X

DOI

10.2991/icst-18.2018.140How to use a DOI?

Keywords

PLS; Insurance; PT X; TRIZ

Abstract

Partial Least Square is a more flexible SEM (Structural Equation Modelling) method because it does not assume normally distributed data such as CB-SEM. PLS can also be applied to reflective and formative models with smaller sample quantities. In this study, PLS serves as a predictor to look for variable quality of insurance services including tangible, competency, corporate image, personalized financial planning, technology and assurance that significantly influence customer satisfaction PT X. Research shows only significant assurance dimension and positive effect on customer satisfaction, while for assurance indicator is all significant value which is only 1st assurance indicator is not used because of multicollinearity. After further analysis, satisfaction scores for the four assurance indicators there is a variation between satisfied and very satisfied and the average satisfaction score itself. Unequal customer satisfaction is a problem for the company because it is used the TRIZ (Theory of Invention Problem Solving) method, a method of solving the problem to achieve the best solution with the aim of increasing customer satisfaction from the indicator that has been proven significant according to PLS method. Through the matrix of contradiction between improving feature and worsening feature, the result of the 28th and 1st inventive principles is the selection of the same solution in the form of automatic call center making to optimize the satisfaction of AS2, AS3, AS4, and AS5.

Copyright

© 2018, 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  - Kukuh Winarso
AU  - Dyah Ayuning Tyas
PY  - 2018/12
DA  - 2018/12
TI  - Application of PLS and TRIZ Method in Optimizing Customer Satisfaction Insurance of PT X
BT  - Proceedings of the International Conference on Science and Technology (ICST 2018)
PB  - Atlantis Press
SP  - 690
EP  - 694
SN  - 2589-4943
UR  - https://doi.org/10.2991/icst-18.2018.140
DO  - 10.2991/icst-18.2018.140
ID  - Winarso2018/12
ER  -