KUALITAS PELAYANAN DAN PENGARUHNYA TERHADAP KEPUASAN DAN LOYALITAS YANG SYAR’I PEMEGANG POLIS ASURANSI SYARIAH

Abstract

The purpose of this article is to investigate the effect of perception’s service quality, and price
on satisfaction and customer’s loyalty at Shariah life insurance in Central Java Province. The
population are Shariah life insurance staff The respondents are chosen by using accidental
sampling techniques. The data collected from 140 respondents and analysed by statistical
tool of structural equation modeling (SEM). The result showed that : First, perception of service
quality produced a positive significant impact on satisfaction. Second, satisfaction was
positive and significantly associated with customer’s loyalty. Third, the service quality was directly
related to customer’s loyalty, but the effect of service quality on customer’s loyalty more
than satisfaction as intervening variable with estimate value 0,767 if compared the directly
related service quality on loyalty, with value 0,277 Theoretical found that the conventional
ServQual is a part from Shariah insurance study, the Shariah insurance as an alternative for
customer will be faithful to the religion norm in accordance with Shariah principles. The empirical
found that as Shariah insurance customers, the customers have already executed the
religion norm in accordance with Al.Quran at An-Nisa:9. Studies found that the society’s Interest
to buy Shariah life insurance policy and the insurance commitment to the risk protecting
are low, finally the society commitment toward life insurance decreases.
Key words : Service Quality/Khidmah, with The Syar’I Satisfaction/Qona’ah and Customer’s
Loyalty/Al-wala’