Abstract-The low of customer trust is discussed on insurance sector. Companies should pay attention to this aspect because trust plays an important role in the engagement of longterm relationship between company and consumers in insurance services. Zurich Gold Lion is one of the insurance company which has a problem with customer trust. This study aims to identify and measure the impact of service quality and reputation on customer trust. This research applies descriptive verification method and research data is collected from 150 respondents of Zurich Gold Lion customer by multiple regression analysis techniques. It is discovered that service quality and reputation positively affected customer trust, service quality positively affected 35,8% customer trust while reputation affected 7% on customer trust. In addition, a factor in building a good service quality is the quality of interaction between service provider and customer, while the workplace environment is a factor in creating perceptions of the customer to the company's reputation.
This study analyzes the service quality of Table8 Chinese Restaurant in Mulia Resort, Bali, namely customer satisfaction, indicators that must be improved and the quality of staff services that must be maintained. The number of samples is 60 respondents. Data collection method is incidental sampling, with a questionnaire that has been tested for validity and reliability. Data were analyzed by Servqual analysis and Importance Performance Analysis which are then presented in a Cartesian Diagram.The results of this study indicate that there are negative, positive and neutral gaps between customer perceptions and expectations. Customers are satisfied because the value of a positive gap is more than a negative gap. The Importance Performance Analysis technique as an indicator in improving the quality of services performed by Table8 Chinese Restaurant staff in Mulia is a strategic location and easily accessible, the ability of restaurant staff to provide accurate information, and the ability of restaurant staff to handle guest complaints. Indicators that must be maintained by the quality of service are the courtesy and friendliness of the restaurant staff, the ability of the restaurant staff to provide proper table service, restaurant staff in providing individual attention to guests. Table8 Chinese Restaurant must prioritize and improve the performance of this indicator to improve the service quality of Table8 Chinese Restaurant staff in order to maximize customer satisfaction.
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