Proceedings of the Borobudur Conference on Public Administration (BCPA 2025)

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Evaluation of Traffic Accident Insurance Claim Service Quality through the SERVQUAL Model: A Case Study at PT Jasa Raharja Magelang

Authors
Alesia Rahma Widya Amesti1, Joko Tri Nugraha1, *, Rizza Arge Winanta1, Ari Mukti2, Chafid Diyanto1, 2
1State Administration Science, Tidar University, Central Java, Indonesia
2State Ilamic University Prof. K. H. Saefuddin Zuhri Purwokerto, Central Java, Indonesia
*Corresponding author. Email: jokotrinugraha@untidar.ac.id
Corresponding Author
Joko Tri Nugraha
Available Online 24 December 2025.
DOI
10.2991/978-2-38476-517-1_14How to use a DOI?
Keywords
Service Quality; Insurance Claims; Jasa Raharja; Traffic Accidents
Abstract

This study aims to analyze the quality of traffic accident insurance claims services at PT Jasa Raharja (Persero) Magelang Representative Office. The issues raised include limited service personnel and suboptimal digital service systems. This study uses a descriptive quantitative method with a survey technique. Data were collected through questionnaires from 142 respondents who had filed claims directly without going through a hospital. The analysis was conducted based on the five dimensions of SERVQUAL according to (Zeithaml, 1990): physical evidence, reliability, responsiveness, assurance, and empathy. The results showed that, in general, the quality of service was considered good, especially in the dimensions of assurance and empathy. However, several indicators were found to be weak, such as ease of accessing online services and clarity of claim information. These findings indicate that although PT Jasa Raharja’s services have met most of the customers’ expectations, there needs to be improvement in the information system and digitization of the claim process. This study is expected to serve as a reference for improving the quality of public services, particularly in traffic accident insurance services.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the Borobudur Conference on Public Administration (BCPA 2025)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
24 December 2025
ISBN
978-2-38476-517-1
ISSN
2352-5398
DOI
10.2991/978-2-38476-517-1_14How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Alesia Rahma Widya Amesti
AU  - Joko Tri Nugraha
AU  - Rizza Arge Winanta
AU  - Ari Mukti
AU  - Chafid Diyanto
PY  - 2025
DA  - 2025/12/24
TI  - Evaluation of Traffic Accident Insurance Claim Service Quality through the SERVQUAL Model: A Case Study at PT Jasa Raharja Magelang
BT  - Proceedings of the Borobudur Conference on Public Administration (BCPA 2025)
PB  - Atlantis Press
SP  - 157
EP  - 169
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-517-1_14
DO  - 10.2991/978-2-38476-517-1_14
ID  - Amesti2025
ER  -