Pengaruh Kepatuhan SOP dan Kompetensi Karyawan terhadap Efektivitas Klaim Asuransi pada PT Jasaraharja Putera Cabang Palembang

Abstract

This study aims to analyze and determine the effect of Standard Operating Procedure (SOP) Compliance and Employee Competence on the Effectiveness of Insurance Claims at PT Asuransi Jasaraharja Putera Palembang Branch. The background of this research is driven by operational obstacles in the form of motorcycle claim settlement times exceeding the 30-day Service Level Agreement (SLA) target and claim budget overruns due to high loss frequencies in high-risk zones. The research method used is a quantitative approach with an associative design. The population covers all permanent employees in the operational, claims, business, and finance units, totaling 30 people. The sampling technique utilizes a saturated sampling (census) approach. Primary data was gathered through structured questionnaires using a 5-point Likert Scale, supported by secondary data and interviews. Data analysis technique applied is multiple linear regression analysis using SPSS version 29 software. The regression results generated the model equation Y = 3.754 + 0.203X₁ + 0.724X₂. Partially (t-test), SOP Compliance X₁ has a positive but non-significant effect with a t-statistic value of 1.712 and a significance level of 0.098 (> 0.05). On the contrary, Employee Competence X₂ has a positive and significant effect with a t-statistic value of 5.748 and a significance level of < 0.001 (< 0.05), making it the most dominant variable. Simultaneously (F-test), both variables have a significant combined effect with an F-statistic value of 155.234 and a significance level of < 0.001. The Adjusted R Square value of 0.914 confirms that the variance in Insurance Claim Effectiveness can be explained simultaneously and strongly by the model by 91.4%, while the remaining 8.6% is influenced by other factors outside this research model.