Published: 2023-08-23

Pengaruh Internal Marketing Terhadap Kepuasan Pelanggan Pada Perusahaan Asuransi PT. Allianz Cabang Pontianak

DOI: 10.35870/jemsi.v9i4.1507

Gusnita Gusnita
  • Gusnita Gusnita: AMP Panca Bhakti Pontianak
Issue Cover
Article Metrics
Share:

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

Keywords

Internal Marketing (Orang, Proses, Kualitas Layanan) dan Kepuasan Pelanggan

Peer Review Process

This article has undergone a double-blind peer review process to ensure quality and impartiality.

Indexing Information

Discover where this journal is indexed at our indexing page.

Open Science Badges

This journal supports transparency in research and encourages authors to meet criteria for Open Science Badges.

How to Cite

Gusnita, G. (2023). Pengaruh Internal Marketing Terhadap Kepuasan Pelanggan Pada Perusahaan Asuransi PT. Allianz Cabang Pontianak. JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 9(4), 1696-1703. https://doi.org/10.35870/jemsi.v9i4.1507
Article Information

This article has been peer-reviewed and published in the JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi). The content is available under the terms of the Creative Commons Attribution 4.0 International License.

  • Issue: Vol. 9 No. 4 (2023)

  • Section: Articles

  • Published: 2023-08-23

AI Research Hub

This article is indexed and available through various AI-powered research tools and citation platforms. Our AI Research Hub ensures that scholarly work is discoverable, accessible, and easily integrated into the global research ecosystem.

Semantic Scholar Scite Dimensions Connected Papers
Scholarly Connection Platforms
Dimensions Dimensions Connected Papers Connected Papers Scite Scite Google Scholar Google Scholar Semantic Scholar Semantic Scholar Garuda Garuda Scilit Scilit Crossref Crossref BASE BASE Zenodo Zenodo Unpaywall Unpaywall OpenCitations OpenCitations
Author Biographies

No author biographies available.

References
  • Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2020). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691–1705.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Crawley, A. (2022). The effect of new technologies on the various stages of the insurance product life cycle. University of Johannesburg.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585–593.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Elvi, F., Sabela, F. N., & Giovanni, J. (2023). The Effect Of The Existence Of 35 Convenience Stores On Changes In Consumer Interests In Sekadau District. Jurnal Ekonomi, 12(02), 1689–1694.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Fatonah, S., & Awatara, I. G. P. D. (2019). Strategi Meningkatkan Loyalitas Dengan Memperhatikan Kepuasan Konsumen Obat Melalui Coorporate Image Pada Apotek di Surakarta. JBTI: Jurnal Bisnis: Teori Dan Implementasi, 10(2), 99–107.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Kotler, P., Kartajaya, H., & Setiawan, I. (2021). Marketing 5.0: Technology for humanity. John Wiley & Sons.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Kurniawan, A., & Suroso, J. S. (2023). Analisys Of Factors Affecting Customer Satisfaction and Loyality Of Mobile Banking At Private Bank Company. Jurnal Pendidikan Dan Konseling (JPDK), 5(1), 644–653.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Maulud, D., & Abdulazeez, A. M. (2020). A review on linear regression comprehensive in machine learning. Journal of Applied Science and Technology Trends, 1(4), 140–147.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Mishra, P., Pandey, C. M., Singh, U., Gupta, A., Sahu, C., & Keshri, A. (2019). Descriptive statistics and normality tests for statistical data. Annals of Cardiac Anaesthesia, 22(1), 67.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Nwoko, E. G., Eze, P., & Maduka, C. O. (2021). Effect of internal marketing on customer satisfaction with telecommunication companies in Anambra State. International Journal of Innovative Development and Policy Studies, 9(2), 87–96.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Otto, A. S., Szymanski, D. M., & Varadarajan, R. (2020). Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the Academy of Marketing Science, 48, 543–564.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Qiu, J., Boukis, A., & Storey, C. (2022). Internal marketing: a systematic review. Journal of Marketing Theory and Practice, 30(1), 53–67.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Septianto, F., Pontes, N., & Tjiptono, F. (2022). The persuasiveness of metaphor in advertising. Psychology & Marketing, 39(5), 951–961.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Sitompul, S. S., & Lie, A. (2023). Factors Affecting Price Perception, Brand Trust, Service Quality, Promotion, And Company Image On Customer Satisfaction Using Pt Grab Teknologi Indonesia Services In Pekanbaru. Jurnal BANSI-Jurnal Bisnis Manajemen Akutansi, 3(1), 15–26.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Slack, N., Singh, G., & Sharma, S. (2020). The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions. International Journal of Quality and Service Sciences, 12(3), 297–318.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Sugiyono, P. D. (2019). Metode Penelitian Pendidikan (Kuantitatif, Kualitatif, Kombinasi, R&d dan Penelitian Pendidikan). Metode Penelitian Pendidikan, 67.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Sürücü, L., & Maslakci, A. (2020). Validity and reliability in quantitative research. Business & Management Studies: An International Journal, 8(3), 2694–2726.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Wirtz, J., & Lovelock, C. (2021). Services marketing: People, technology, strategy. World Scientific.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Yusaini, Y., Nasution, I. F. A., & Miswari, M. (2020). Non-Muslim in The Islamic Economy Arena: Factors Affecting Savings Options at Islamic Bankings in Langsa Aceh. Al-Ulum, 20(1), 252–273. https://doi.org/10.30603/au.v20i1.819
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • . Evanston Public Library strategic plan, 2000–2010: A decade of outreach. Evanston Public Library. http://www.epl.org/library/strategic-plan-00.html.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
License & Copyright

Authors who publish with this journal agree to the following terms:

1. Copyright Retention and Open Access License

Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).

This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

2. Rights Granted Under CC BY 4.0

Under this license, readers are free to:

  • Share — copy and redistribute the material in any medium or format
  • Adapt — remix, transform, and build upon the material for any purpose, including commercial use
  • No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed

3. Attribution Requirements

All uses must include:

  • Proper citation of the original work
  • Link to the Creative Commons license
  • Indication if changes were made to the original work
  • No suggestion that the licensor endorses the user or their use

4. Additional Distribution Rights

Authors may:

  • Deposit the published version in institutional repositories
  • Share through academic social networks
  • Include in books, monographs, or other publications
  • Post on personal or institutional websites

Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.

5. Self-Archiving and Pre-Print Sharing

Authors are encouraged to:

  • Share pre-prints and post-prints online
  • Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
  • Engage in scholarly communication throughout the publication process

6. Open Access Commitment

This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.

Downloads