Improving the Quality of Sharia Life Insurance Services with Importance Performance Analysis, 5 Why's Analysis, SERVQUAL, and QFD (Quality Function Deployment) Methods (Case Study: PT. Prudential Life Assurance, Agency XYZ)

Prabowo, Asadel Keenan Widyadhana (2020) Improving the Quality of Sharia Life Insurance Services with Importance Performance Analysis, 5 Why's Analysis, SERVQUAL, and QFD (Quality Function Deployment) Methods (Case Study: PT. Prudential Life Assurance, Agency XYZ). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Life insurance is a service-based product that protects its customers by providing compensation due to an unfortunate event. Recently, the life insurance industry has been increasing in growth, especially in the growth of sharia life insurance industry in Indonesia. Agency XYZ is one of the insurance agencies of PT. Prudential Life Indonesia, which is known as one of the market leaders of sharia life insurance products in Indonesia. In the past year, Agency XYZ has received a decrease of 67% in income when compared to the previous year. In order to reduce the risk of decrease in income in the following years, Agency XYZ wants to improve their services quality delivered by insurance Agents. However, before doing so the Agency XYZ wants to identify the customer satisfaction and the performance of their services towards their customer as the basis to improve their services and to increase income from the customers, due to not having previous customer database that can be used as their basis. Therefore, this study was conducted with the aim of identifying service gaps and critical attributes of services at Agency XYZ to create a possible recommendation to improve their workforce and services. The research started with a field study and deployed questionnaires containing 22 (twenty-two) service attributes. The data processed is followed by the calculation of service gap and mapping Importance – Performance Analysis to determine critical attributes used in the House of Quality model of QFD (Quality Function Deployment). 5 Why’s Analysis is also done to identify the root cause of each critical attributes, as the basis of the creation of each technical response. The improvement recommendation is based on three technical responses and four critical attributes which are, the first recommendation is to improve current work service culture for agency XYZ and use of personal feedbacks and the second recommendation is to create servicing competences for training and SOP for product explanation servicing.

Item Type: Thesis (Undergraduate)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions: Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User: Asadel Keenan Widyadhana Prabowo (DOBEL)
Date Deposited: 18 Aug 2021 01:41
Last Modified: 18 Aug 2021 01:41
URI: https://repository.its.ac.id/id/eprint/87588

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