THE IMPORTANCE AND PERFORMANCE ANALYSIS OF AGENT COMPETENCIES (CASE STUDY: PT. PRUDENTIAL LIFE ASSURANCE)
Abstract: The success of the
Life’s Insurance Company is influenced by the performance of the sales agents
inside. Based on the previous related research about the agent competencies,
researcher determine the most important five attributes in agent competencies
to measuring the customers satisfaction to their performance, namely:
Performance (Reliability), Cooperation (Credibility), Guarantee (Security),
Personal Skill (Ability), and Experience. (1) Personal Skill (Ability) is
located in the quadrant I “Concentrate Here” (very important to employees, but
performance levels are fairly low); (2) Guarantee (security) and Cooperation
(Credibility) are located in quadrant II “Keep up the good work” (very
important to employees, and at the same time has a high level of performance in
these activities); and (3) Experience and Performance (Reliability) is located
in the quadrant III “Low priority” (low importance and low performance).
Keywords: Importance
Performance Analysis, Agent Competencies, Personal Skill (Ability), Guarantee
(Security), Cooperation (Credibility), Experience, Performance (Reliability)
Penulis: Cliff R. Oroh, Paulus
P. Kindangen, Maria V. J. Tielung
Kode Jurnal: jpmanajemendd170452
