Search Repository UNMAS Denpasar

Along with the increasing number of accidents and the large number of motor vehicle material losses, making people aware of the importance of vehicle insurance in protecting a risk, especially the risk of a fairly large car material cost. Asuransi Sinar Mas is an insurance known by the people of Indonesia, but the popularity survey result conducted by the institute Top Brand Index shows Asuransi Sinar Mas (Simas Mobil) which has a predicate that goes up and down, especially from 2017 to 2019 where the companys rating has decreased continuously, this is also proven by the increasing number of customers of PT. Asuransi Sinar Mas in Denpasar which does not renew its car insurance annually from 2017-2019. This study aims to examine the relationship between service quality, brand image, trust, and brand loyalty at PT. Asuransi Sinar Mas, Denpasar. The data in this study were collected through questionnaires and interviews with 1 14 customers who did not renew their car insurance at the Denpasar branch of Sinar Mas from 2017-2019 as research samples using puIDRosive sampling data collection techniques. This study uses the SPSS Ver. 25 with the help of the SmartPLS V.3. The results of this study indicate that: service quality has a positive and significant effect on brand loyalty; service quality has a positive and significant effect on brand image; service quality has a positive and significant effect on trust; brand image has a positive and significant effect. on brand loyalty; trust has a positive and significant effect on brand loyalty; brand image has a positive and significant effect on trust; brand image is able to mediate the effect of service quality on brand loyalty; trust is able to mediate the effect of service quality on brand loyalty; trust is able to mediate the effect of brand image on brand loyalty.