Pengaruh Internal Marketing Terhadap Kepuasan Pelanggan Pada Perusahaan Asuransi PT. Allianz Cabang Pontianak
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Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh internal marketing (orang, proses dan kualitas layanan) terhadap kepuasan pelanggan pada Asuransi PT. Allianz Cabang Pontianak. Jumlah sampel sebanyak 105 orang. Teknik analisis data yang digunakan adalah model regresi linear berganda. Intrumen yang digunakan untuk pengumpulan data berbentu angket model skala Likert. Hasil pengujian model regresi menunjukkan bahwa orang dan kualitas layanan berpengaruh terhadap kepuasan pelanggan pada Asuransi PT. Allianz Cabang Pontianak, sedangkan proses tidak mempunyai pengaruh terhadap kepuasan pelanggan pada Asuransi PT. Allianz Cabang Pontianak
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