PENERAPAN ANALISIS KORELASI KANONIK DALAM MENGANALISIS HUBUNGAN ANTARA ASPEK KUALITAS DAN ASPEK KEPUASAN PELANGGAN PADA PT JASA RAHARJA DI PROPINSI SUMATERA BARAT

Abstract

ABSTRACT

PT Jasa Raharja is a State Owned Enterprises which provides services to people who suffered from traffic accident. To improve the quality of services to the community and as an anticipation of competition from private companies engaged in the same field, the PT Jasa Raharja has to continuously evaluate the performance of the company and then follow up on any deficiencies that arise from the results of these evaluations. In this paper, aspects of service quality and customer satisfaction of the PT Jasa Raharja in West Sumatra is analyzed by using of canonical correlation analysis. Based on the results, two pairs of canonical variables were chosen with total diversity of 82.18%. The test results showed that the correlation between these two variables pairs were significant at the α =5% . Thus it can be said that there is a significant relationship between service quality and customer satisfaction. Furthermore, with regard to the outcome of canonical weights and canonical loading, it can be seen that the variables that have a relatively large contribution to the variables of service quality is variable concern for the customer, tangible, and the ability to carry out services. While the variables that have a relatively large contribution to the variables of customer satisfaction is satisfaction the level of overall service, satisfaction with the climate among employees and satisfaction with the location. These results are consistent with the variables that contribute greatly to the quality of service. Thus, in order to improve the service, PT Jasa Raharja is expected to give more attention to the variables so that customer satisfaction can be increased.

Keywords: Canonical Correlation. Service Quality, Customer Satisfaction