Analysis of satisfaction and improvement design of electronic insurance claim service

M. Dachyar, M. Omar, P. Andri Sena

Research output: Contribution to journalArticlepeer-review

8 Citations (Scopus)


Business competition is very tough in information technology industry, especially technology-based on mobile phone transaction. Entering the year 2013, there is a need of a comprehensive report about the performance of electronic claim insurance in order to create a breakthrough and services improvement to face the competition of enterprises. This product will be discuss comprehensively using a combined method of E-ServQual (E-SQual and E-RecS-QUal), Kano Method, and Quality Function Deployment (QFD). Based on merger analysis of E-ServQual and Kano, and there are seven of attributes that categorized as A's; should be increased to reach a competitive advantage, 10 attributes service categorize O's; should be improved, enhanced in order to meet customer satisfaction, and 10 attributes service categorize M's; must be repaired to meet the consumers. Company knows very much which attributes to be optimized and go beyond consumer expectations and attributes, solved to meet the customers needs. It relates to efficiency of improvement service.

Original languageEnglish
Pages (from-to)309-311
Number of pages3
JournalAdvanced Science Letters
Issue number1
Publication statusPublished - Jan 2014


  • Electronic insurance service
  • Information system
  • Service quality


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