ANALISIS KUALITAS LAYANAN ASURANSI DALAM PROSES GANTI RUGI KENDARAAN (KLAIM) NASABAH PT ASURANSI CENTRAL ASIA CABANG BATAM

The purpose of this research is to determine service quality claim gaps between performance and importance of costumers. Beside that, the purpose of this research is to determine service quality dimensions which is need to be priority and have to be optimized by PT Asuransi Central Asia. Claim is defined as compensation on interest that insured to be insurance company. Analysis of service quality consist of 5 dimensions. Those are tangible, reliability, responsiveness, assurance dan empathy. Technique of data collection is using quesionnaires that consist of 22 statement indicators to supports processing data. The samples are 103 of insurance claim service users. The analytical methods used in this research are the tests of validity, reliability, descriptivestatistics, servqual methods, and importance performance analysis. The result of this research shows that: 1) according servqual method, there are gaps in each variabels between performance and importance of claim services in PT Asuransi Central Asia Batam. 2) according importance performance analysis method, analysis is done through by cartesius diagram with result 6 statement indicators is in Quadrant I (Concentrate here), 5 statement indicators is in Quadrant II (Keep up the good work), 5 statement indicators is in Quadrant III (Low priority), and 6 statement indicators is in Quadrant IV (Possible overkill).