| dc.description.abstract | Insurance companies in Medan have rapidly developed where many of
them have already existed. This rapid development has caused the competition in
the same business is increasing. PT Asuransi Ekspor Indonesia (Incorporated),
Medan branch, or Asuransi ASE! is a state-owned company which is located at
Jalan May Jendral Sutoyo Siswomiharjo (formerly Jalan Perdana) No. 101-A,
Medan and has operated in Medan since 1994. The problem or phenomena in this
research was to what extent the irifluence of customer service, product, and
location on clients ' loyalty at PT Asuransi Ekspor Indonesia (Incorporated),
Medan branch. The nature of the research was explanatory. The research used
explanatory method, and its type was descriptive quantitative. The samples
comprised 83 respondents who were registered as the clients of PT Asuransi
Ekspor Indonesia (Incorporated), Medan branch, using simple random sampling
technique and slovin formula. The data were analyzed by using multiple linear
regression analysis with an SPSS software version 16 program. For the irifluence
of customer service, product, and location on clients ' loyalty, the adjusted R
square value was 0.409 which indicated that the amount of the i'rifluence of
independent variables (customer service, product, and location) on dependent
variable (clients' loyalty) was 40.9%. In other words, 40.9% of dependent
variable could be explained by independent variables, while the rest (59.1%) was
explained by other variables which were excluded from the research. The result of
the research showed that, simultaneously, customer service, product, and location
had positive and significant irifluence on the clients ' loyalty at PT Asuransi
Ekspor Indonesia (Incorporated), Medan branch. Partially, customer service and
product had positive and significant influence, while location had positive but not
significant influence on the clients' loyalty at PT Asuransi Ekspor Indonesia
(Incorporated), Medan branch. | en_US |
