Kindly be informed that Allianz Life Indonesia was honored as one of the Service Quality (SQ) Award 2010 receivers from Marketing magazine and CARRE – Center for Customer Satisfaction and Loyalty (CCSL) in the Life Insurance and Health Insurance Categories. The awarding ceremony was held in Jakarta on Thursday, May 6th, 2010. Todd Swihart, Chief Operating Officer of Allianz Life Indonesia, and Emanuel Wessel, Head of Customer Relation Service, received the award certificate represented the company.
The Service Quality Award is an acknowledgement of how the companies are successful in managing the organizational processes to an excellent level. The award is presented to 26 different service providers categories starting from banking, automotive, insurance, leasing, cell phone, aviation, retail up to malls. This awarding event is held annually and organized by Marketing magazine and CARRE-CCSL.
The winners of the award are rated due to the Indonesian Service Satisfaction Index (ISSI). This index is intended to measure the satisfactory level of customers in the service center. There are 2 main aspects from ISSI; Perceived Service Quality (PSQ) and Perceived Service Value (PSV). The PSQ has 4 dimensions to be evaluated: accessibility, process, people and service complaint handling which are appraised by each respondent. The PSV is a perception of equality of how much money paid from customers for products or services compared to the quality of services which are received by them. The ISSI is, subsequently, received from the summarization from both of weighted means of PSQ and PSV.