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Effect of Perceived Service Quality on Customer Satisfaction Among Aviation Insurance Policy Holders in Maaysia

Service quality has become an important factor in the current competitiveness in the aviation insurance environment. This study is on the effects of perceived service quality on customer satisfaction among aviation insurance policy holders in Malaysia. The objective of this study is to identify and...

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Main Author: Maniraj, Mayan@Maian
Format: Thesis
Language:English
English
Published: 2020
Online Access:http://ur.aeu.edu.my/809/2/DR%20MANIRAJ%20GRADUATION%20THESIS-1-24.pdf
http://ur.aeu.edu.my/809/4/DR%20MANIRAJ%20GRADUATION%20THESIS_new.pdf
http://ur.aeu.edu.my/809/
https://online.fliphtml5.com/sppgg/faex/?1604891239404
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spelling my-aeu-eprints.8092021-05-19T08:27:52Z http://ur.aeu.edu.my/809/ Effect of Perceived Service Quality on Customer Satisfaction Among Aviation Insurance Policy Holders in Maaysia Maniraj, Mayan@Maian Service quality has become an important factor in the current competitiveness in the aviation insurance environment. This study is on the effects of perceived service quality on customer satisfaction among aviation insurance policy holders in Malaysia. The objective of this study is to identify and determine if aviation insurance policy holders are satisfied with the services provided by the aviation insurance service providers. The application of SERVQUAL model by Parasuraman, Zheitmal and Berry (1985) on the five dimensions, and that being tangibility, reliability, responsiveness, assurance and empathy which display issues pertaining to how the perceived service quality affects the customer satisfaction among the various aviation insurance policyholders. Sample size of 120 respondents are selected from scheduled, non-scheduled, airlines, air cargo operators, flying academy and flying clubs who are the policy holders. Quantitative data analysis is used in this study. The selected respondents were given questionnaires which consists of 35 closed questions on the Likert’s seven scale point. Data is analysed using Structural Equation Modelling (SEM). The findings show that the five service quality variables which encompass tangibility, reliability responsiveness, empathy and assurance, significantly affect customer satisfaction among aviation insurance policy holders in Malaysia. However, the mediating element which forms the claims, does not affect customer satisfaction. This study is significant to aviation insurance service providers which consists of brokers, aviation insurance & reinsurance companies’ adjustors & surveyors, regulators and rating agencies. 2020 Thesis NonPeerReviewed text en http://ur.aeu.edu.my/809/2/DR%20MANIRAJ%20GRADUATION%20THESIS-1-24.pdf text en http://ur.aeu.edu.my/809/4/DR%20MANIRAJ%20GRADUATION%20THESIS_new.pdf Maniraj, Mayan@Maian (2020) Effect of Perceived Service Quality on Customer Satisfaction Among Aviation Insurance Policy Holders in Maaysia. Doctoral thesis, Asia e University. https://online.fliphtml5.com/sppgg/faex/?1604891239404
institution Asia e University
building AEU Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Asia e University
content_source AEU University Repository
url_provider http://ur.aeu.edu.my/
language English
English
description Service quality has become an important factor in the current competitiveness in the aviation insurance environment. This study is on the effects of perceived service quality on customer satisfaction among aviation insurance policy holders in Malaysia. The objective of this study is to identify and determine if aviation insurance policy holders are satisfied with the services provided by the aviation insurance service providers. The application of SERVQUAL model by Parasuraman, Zheitmal and Berry (1985) on the five dimensions, and that being tangibility, reliability, responsiveness, assurance and empathy which display issues pertaining to how the perceived service quality affects the customer satisfaction among the various aviation insurance policyholders. Sample size of 120 respondents are selected from scheduled, non-scheduled, airlines, air cargo operators, flying academy and flying clubs who are the policy holders. Quantitative data analysis is used in this study. The selected respondents were given questionnaires which consists of 35 closed questions on the Likert’s seven scale point. Data is analysed using Structural Equation Modelling (SEM). The findings show that the five service quality variables which encompass tangibility, reliability responsiveness, empathy and assurance, significantly affect customer satisfaction among aviation insurance policy holders in Malaysia. However, the mediating element which forms the claims, does not affect customer satisfaction. This study is significant to aviation insurance service providers which consists of brokers, aviation insurance & reinsurance companies’ adjustors & surveyors, regulators and rating agencies.
format Thesis
author Maniraj, Mayan@Maian
spellingShingle Maniraj, Mayan@Maian
Effect of Perceived Service Quality on Customer Satisfaction Among Aviation Insurance Policy Holders in Maaysia
author_facet Maniraj, Mayan@Maian
author_sort Maniraj, Mayan@Maian
title Effect of Perceived Service Quality on Customer Satisfaction Among Aviation Insurance Policy Holders in Maaysia
title_short Effect of Perceived Service Quality on Customer Satisfaction Among Aviation Insurance Policy Holders in Maaysia
title_full Effect of Perceived Service Quality on Customer Satisfaction Among Aviation Insurance Policy Holders in Maaysia
title_fullStr Effect of Perceived Service Quality on Customer Satisfaction Among Aviation Insurance Policy Holders in Maaysia
title_full_unstemmed Effect of Perceived Service Quality on Customer Satisfaction Among Aviation Insurance Policy Holders in Maaysia
title_sort effect of perceived service quality on customer satisfaction among aviation insurance policy holders in maaysia
publishDate 2020
url http://ur.aeu.edu.my/809/2/DR%20MANIRAJ%20GRADUATION%20THESIS-1-24.pdf
http://ur.aeu.edu.my/809/4/DR%20MANIRAJ%20GRADUATION%20THESIS_new.pdf
http://ur.aeu.edu.my/809/
https://online.fliphtml5.com/sppgg/faex/?1604891239404
_version_ 1701166696539095040
score 13.211869

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