ABSTRACT:The article investigates the impact of quality on profitability, following the evolution during a ten years period of 31 firms recognized by Brazilian National Quality Award (PNQ). Data of other companies from the same sectors were also considered, reaching 5354 observations. The statistical analyses included regressions, parametric and non-parametric analyses.
Políticas nacionais de apoio às exportações têm focado nas micro e pequenas empresas. No entanto, mais do que tamanho, é o pouco know-how que impede as empresas (de todos os portes) de vender para outros países.
<p>Com um instrumental abrangente, integrador e flexível, o
sistema de assurance of learning procura vencer as limitações dos modelos
tradicionais de avaliação.</p>
The objective of this study is to analyze the relationship of service quality on agents’ satisfaction, service quality on agents’ loyalty, and satisfaction on loyalty when they used the insurance portal XYZNet as a digital tools provided by PT Asuransi XYZ Indonesia for their agents’ to increase market share in retail business in Indonesia. Where the portal was facing the challenge of the low number of usage. This study used a quantitative approach, involved 100 respondents which have minimum five times using this portal as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS version 3.2.8 software. The results indicated that service quality positively influenced agents’ satisfaction, satisfaction also positively influenced agents’ loyalty. However service quality did not significantly influenced agents’ loyalty. The finding also indicated that satisfaction was a significant variable that mediated the relationship between service quality and loyalty. The study gives positive impact to the future researchers to do similar study. Furthermore, the finding could help PT Asuransi XYZ Indonesia and insurance company in general to improve their service quality.
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