Analisis Pengaruh Kualitas Produk, Premi Dan Kualitas Layanan Klaim Dalam Meningkatkan Minat Beli Ulang Pelanggan Melalui Keunggulan Kompetitif Asuransi Kesehatan Di PT. Asuransi Jiwa Inhealth Indonesia
DOI:
https://doi.org/10.59889/embiss.v4i4.338Keywords:
Product Quality, Premium, Claim Service Quality, Competitive Advantage, Repurchase InterestAbstract
The purpose of this study was to determine the effect of product quality, premiums and service quality claims on customer repurchase interest through the competitive advantage of health insurance at PT. Asuransi Jiwa Inhealth Indonesia. The sampling technique is total sampling, which is a sample that represents the total population. Collecting data using a questionnaire. The data analysis technique used Structural Equation Modeling (SEM) analysis processed with SmartPLS software. The results showed that the variable product quality and service quality claims have a significant effect on competitive advantage, while the premium variable has no significant effect on competitive advantage. The premium variable has a significant effect on repurchase interest, while the product quality and claims service quality variables have no significant effect on repurchase interest. The competitive advantage variable has a significant effect on repurchase interest. The results also show the most dominant direct influence, namely the direct influence between claim service quality on competitive advantage and the most dominant indirect effect between the variables, namely the influence of claim service quality through competitive advantage on repurchase interest
Downloads
References
Aaker, D. A. (2013). Manajemen Pemasaran Strategis?: Strategic Market Management (8th ed.). Salemba Empat.
Aditi, B. (2017). The Effect of Atributes Product’s Analysis, Halal Certification, and Product Innovation to the Interest of Consumer Buying-Back Through the Advantage Competitive of Micro Small and Medium Business (MSMB) in Medan. Journal of Physics: Conference Series, 930(1). https://doi.org/10.1088/1742-6596/930/1/012020
Alma, B. (2018). Manajemen Pemasaran dan Pemasaran Jasa. Alfabeta.
Apparindo. (2013). Percuma Berasuransi?! Bila Klaimnya Tidak Dibayar! Apparindo.
Arief, M. (2020). Pemasaran Jasa dan Kualitas Pelayanan (Bagaimana Mengelola Kualitas Pelayanan agar Memuaskan Pelanggan). Bayumedia Publishing.
Assauri, S. (2008). Manajemen Produksi dan Operasi. LP-FEUI.
David, F. R., & David, F. R. (2017). Strategic Management?: A Competitive Advantage Approach, Concepts and Cases (16th ed.). Pearson Education Limited.
Faradiba, & Astuti, S. R. T. (2013). Analisis Pengaruh Kualitas Produk, Harga, Lokasi, Dan Kualitas Pelayanan Terhadap Minat Beli Ulang Konsumen (Studi pada Warung Makan “Bebek Gendut” Semarang). Diponegoro Journal of Management, 2(3), 1–11.
Ferdinand, A. (2002). Marketing Strategy Making?: Proses & Agenda Penelitian. Jurnal Sains Pemasaran Indonesia, I(1), 1–22. https://ejournal.undip.ac.id/index.php/jspi/article/view/13916/10534
Ferdinand, A. (2006). Metode Penelitian Manajemen. Badan Penerbit Universitas Diponegoro.
Foster, B., & Johansyah, M. D. (2019). The effect of product quality and price on buying interest with risk as intervening variables (study on Lazada.com site users). International Journal of Innovation, Creativity and Change, 9(12), 66–78. https://doi.org/www.ijicc.net
Gaspersz, V. (2002). Manajemen Kualitas Dalam Industri Jasa. PT Gramedia Pustaka Utama.
Haizer, J., & Render, B. (2004). Operation Management (7th ed.). PearsonEducation, Inc.
Harisno, H., & Herby, D. (2018). The Analysis of Factors Affecting the Buying Interest of E-Commerce Customers. CommIT (Communication and Information Technology) Journal, 12(1), 13. https://doi.org/10.21512/commit.v12i1.2089
Haryono, T., & Marniyati, S. (2018). Pengaruh Market Orientation, Inovasi Produk, Dan Kualitas Produk Terhadap Kinerja Bisnis Dalam Menciptakan Keunggulan Bersaing. Jurnal Bisnis Dan Manajemen, 17(2), 51. https://doi.org/10.20961/jbm.v17i2.17174
Hermawan, H. (2018). Riset Hospitalitas Metode Kuantitatif untuk Riset Bidang Kepariwisataan. https://doi.org/10.31227/osf.io/fcnzh
Ilyas, Y. (2003). Mengenal Asuransi Kesehatan Review Utilisasi, Manajemen Klaim dan Fraud (Kecurangan Asuransi Kesehatan). Pusat Kajian Ekonomi Kesehatan FKM-UI.
Julian, C. (2017). Promosi Penjualan. Binarupa Aksara.
Kotler, P. (2002). Marketing Management , Millenium Edition. Pearson Custom Publishing.
Kotler, P. & Armstrong, G. (2008). Prinsip-Prinsip Pemasaran Jilid 1 (12th ed.). Erlangga.
Kotler, P. & Armstrong, G. (2012). Principles of Marketing (14th ed.). Pearson Education, Inc.
Kotler, P. Armstrong, G. & Keller, K. L. (2006). Marketing Management (twelfth ed). Pearson Education, Inc.
Kotler, P. Armstrong, G. & Keller, K. L.(2016). Marketing Management (15th ed.). Pearson Education, Inc.
Kurniasari, R. ., & Utama, A. (2018). the Effect of Product Innovation, Product Creativity, and Product Quality on Competitive Advantage (a Case Study of Handicraft Enceng Gondok “Akar”). Manajemen Dan Bisnis Indonesia, 3, 467–477. http://okezone.com.
Kurniawaty, E. (2017). Pengaruh Citra Perusahaan dan Tarif Premi Terhadap Minat Beli yang Berdampak Pada Kepuasan Pelanggan di PT Asuransi Cigna Jakarta. Jurnal Kreatif?: Pemasaran, Sumberdaya Manusia Dan Keuangan, 5(1), 1–17. https://doi.org/10.32493/jk.v5i1.y2017.p1-17
Laksana, F. (2019). Praktis Memahami Manajemen Pemasaran. Khalifah Mediatama.
Limakrisna, N., & Purba, T. P. (2019). Manajemen Pemasaran Teori dan Aplikasi dalam Bisnis di Indonesia (3rd ed.). Mitra Wacana Media.
Lumenpouw, K. K., Mananeke, L., Tampenawas, J. L., Asuransi, P. P., Pelayanan, K., & Tingkat, D. A. N. (2019). Kepercayaan Terhadap Minat Menjadi Nasabah Pt . Asuransi Jiwa Sinarmas Manado the Effect of Insurance Premiums , Service Quality , and Trust Levels on Interest To Be a Life Insurance Costumer in Pt . Sinarmas Life Insurance Manado. 7(4), 5225–5234.
Magretta, J. (2012). Understanding Michael Porter?: The Essential Guide to Competition and Strategy. Harvard Business Review Press.
Maman, A., Muhidin, S. A., & Somantri, A. (2017). Dasar-Dasar Metode Statistika Untuk Penelitian. CV. Pustaka Setia.
Manap, A. (2016). Revolusi Manajemen Pemasaran. Mitra Wacana Media.
Peter, J. P., & Olson, J. C. (2000). Consumer Behavior?: Perilaku Konsumen dan Strategi pemasaran (4th ed.). Erlangga.
Porter, M. E. (1998). Competitive Strategy?: Techniques for Analyzing Industries and Competitors: with a New Introduction. The Free Press.
Raharjo, S. T., & Poerbantoro, H. (2007). Informasi, Orientasi Pasar, dan Implementasi Strategi Diferensiasi Terhadap Kualitas Layanan Dalam Mencapai Keunggulan Bersaing (Studi Kasus Pada Rumah Sakit Islam Sultan Agung Semarang). Jurnal Bisnis Strategi, 16(2), 27–43. https://doi.org/https://doi.org/10.14710/jbs.16.2.27-43
Ratih, I. A. B. (2006). Pengaruh kinerja produk, pelayanan dan sumberdaya manusia terhadap niat pembelian ulang melalui citra perusahaan dan kepuasan pelanggan pt asuransi jiwasraya. 13(55), 176–198.
Resmi, N. N. (2011). Strategi Meningkatkan Kualitas Produk Untuk Menang Dalam Kompetisi. WIDYATECH Jurnal Sains Dan Teknologi, 10(3), 132–144. https://jurnalwidyatech.files.wordpress.com/2012/02/ni-nyoman
Riadi, E. (2018). Statistik SEM Structural Equation Modelling dengan Lisrel. ANDI.
Salim, A. (1998). Asuransi dan Manajemen Resiko (Revisi Ke). PT RajaGrafindo Persada.
Septiani, F. (2018). Pengaruh Harga Terhadap Minat Beli (Studi Kasus Pada Pt Asuransi Jiwa Recapital Di Jakarta). Jurnal Mandiri, 1(2), 273–288. https://doi.org/10.33753/mandiri.v1i2.22
Singh, M. (2012). Marketing Mix of 4P’S for Competitive Advantage. IOSR Journal of Business and Management, 3(6), 40–45. https://doi.org/10.9790/487x-0364045
Stanton, W. J., & Lamarto, Y. (2018). Prinsip Pemasaran (ke-7). Erlangga.
Sugiyono. (2018). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Alfabeta.
Sunyoto, D. (2017). Dasar-Dasar Manajemen Pemasaran (Konsep, Strategi, dan Kasus). CAPS (Center of Academic Publishing Service).
Supriyadi, E. (2014). SPSS+AMOS Statistical Data Analysis. In Media.
Sutantio, M. (2004). Jurnal Studi Mengenai pengembangan Minat Beli Merek Ekstensi. In Jurnal Sains Pemasaran Indonesia (Vol. 3, Issue 3, pp. 243–266).
Suyanto, M. (2018). Muhammad Marketing Strategy. ANDI OFFSET.
Swastha, B., & Handoko, H. (2018). Manajemen Pemasaran Analisis Perilaku Konsumen (Pertama). BPFE.
Taan, H. (2016). Pengaruh inovasi produk dan harga terhadap keunggulan bersaing usaha karawo di kota gorontalo. Manajemen, Jurusan Ekonomi, Fakultas Negeri, Universitas, 148–158. https://e-jurnal.stienobel-indonesia.ac.id/index.php/jbk/article/view/92/97
Thabrany, H. (2005). Dasar-Dasar Asuransi Kesehatan Bagian A (Agustus 20). PAMJAKI.
Thabrany, H. (2014). Dasar-Dasar Asuransi Kesehatan Bagian B (Mei 2014). PAMJAKI.
Tjiptono, F. (2015). Strategi Pemasaran (4th ed.). ANDI.
Tjiptono, F. (2017). Service Management?: Mewujudkan Layanan Prima (2nd ed.). ANDI.
Tjiptono, F. (2018). Pemasaran Jasa-Prinsip, Penerapan dan Penelitian. ANDI.
Tjiptono, F. & Chandra, G. (2019). Service, Quality dan Satisfaction (4th ed.). ANDI.
Wati, L. N. (2018). Metodologi Penelitian Terapan Aplikasi SPSS, Eviews, Smart PLS dan AMOS. Pustaka Amri.
Wijaya, T. (2018). Manajemen Kualitas Jasa?: Desain Servqual, QFD, dan Kano (2nd ed.). PT Indeks.
Yamit, Z. (2017). Manajemen Kualitas Produk & Jasa. EKONISIA.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Nuraini, Sri Widyastuti, Eddy Supriyadi
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
