Pengaruh Kompetensi Agen terhadap Kepercayaan Konsumen pada Perusahaan Asuransi Gabungan Tabungan dan Resiko di Sulawesi Tenggara

Abstract

The purpose of this research is to find out and analyze an effect of agentcompetence on customer trust. The sample includes customers of AJB Bumiputera1912 and PT. Asuransi Jiwasraya (Perseo) in Sulawesi Tenggara, located inKendari City, Bau-Bau City, Kolaka District, Konawe Selatan District and MunaDistrict. The sample is drawn using purposive random sampling method. Theanalytical technique used to test hypothesis is Structural Equation Modeling (SEM)using AMOS 4.0 (Analysis Moment Of Structural). In addition the hipothesis aretested using statistical tests of alpha 0,05 and t Table 1,96 to determine significanteffect of latent variable.The results suggest that first hypothesis is assepted since the agent competencesignificantly and positively influences customer trust to agent. The secondhypothesis is reject because the agent competence does\u27t significantly effect thecustomer trust to company. Third hypothesis is accepted because the customertrust to agent is significantly and positively associaed with the customer trust tocompany. The most dominant direct relationship resulting from the second indirectrelationship are : Agen competence Customer trust to agent Customer trustto company. Contribution of the study is relastionship models developed in theresearch represent a synthess of the four theories and the results of previous studien.Keywords : Agent competence, customer trust of agent, and customer trust to company