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The influence of service dimensions on customer satisfaction of Fauzee Mustaffa & Associates Sdn Bhd, Pasir Gudang / Kevin Gala, Adli Hafidz Mohd Pauzi and Muhammad Khairul Anwar

Malaysia's Takaful industry continues to expand at an astounding rate. Back in 2010, there were only 12 Takaful operators in Malaysia that are licensed by Bank Negara Malaysia, and today, there are over 100,000 takaful agencies in Malaysia. Fauzee Mustaffa & Associates Sdn Bhd (FMA) is one...

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Main Authors: Gala, Kevin, Mohd Pauzi, Adli Hafidz, Anwar, Muhammad Khairul
Format: Thesis
Language:English
Published: 2023
Subjects:
Consumer satisfaction
Insurance business. Insurance management
Online Access:https://ir.uitm.edu.my/id/eprint/99121/1/99121.pdf
https://ir.uitm.edu.my/id/eprint/99121/
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spelling my.uitm.ir.991212024-07-24T04:05:59Z https://ir.uitm.edu.my/id/eprint/99121/ The influence of service dimensions on customer satisfaction of Fauzee Mustaffa & Associates Sdn Bhd, Pasir Gudang / Kevin Gala, Adli Hafidz Mohd Pauzi and Muhammad Khairul Anwar Gala, Kevin Mohd Pauzi, Adli Hafidz Anwar, Muhammad Khairul Consumer satisfaction Insurance business. Insurance management Malaysia's Takaful industry continues to expand at an astounding rate. Back in 2010, there were only 12 Takaful operators in Malaysia that are licensed by Bank Negara Malaysia, and today, there are over 100,000 takaful agencies in Malaysia. Fauzee Mustaffa & Associates Sdn Bhd (FMA) is one of the takaful agencies that is located in Pasir Gudang, Johor Bahru. This study identifies the influence of service dimensions on customer satisfaction of Fauzee Mustaffa& Associates Sdn Bhd, Pasir Gudang Johor Bahru. Since Fauzee Mustaffa & Associates Pasir Gudang is experiencing an increased level of competition; hence they are required to improve their service and infrastructure to ensure a profitable business activity in the future. This can yield direct benefits to the organization and this might give an aspiration to organize the business models regarding optimum sources of service quality. By using the SERVQUAL Model by Parasuraman as the independent variable and customer satisfaction as the . dependent variable, a questionnaire was distributed to 236 respondents, and the study's findings are significant in terms of customer satisfaction. An intensive strategy that considers use of the profitable business activity to be undertaken based on the horizontal integration for market expansion. This is based on the grow-and-build strategy on the insurance digital infrastructure. The 25-34 years in the working population brings consideration towards 36.9% of the insurance to be brought into the Malaysian sector. Residual Mean Square = 5.225, with the actual observations made, thus consider the utilisation of the SERVQUAL framework to be accurate. This also makes the undertaking of the framework with high emphasis on the service supply chain in consideration with the computed of the residual mean but at lower value. Adjusted R square = 0.968, makes the consideration that 90% of the variance of the customer experience is dependent on the service variable of reliability, assurance and responsiveness 2023 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/99121/1/99121.pdf The influence of service dimensions on customer satisfaction of Fauzee Mustaffa & Associates Sdn Bhd, Pasir Gudang / Kevin Gala, Adli Hafidz Mohd Pauzi and Muhammad Khairul Anwar. (2023) Masters thesis, thesis, Universiti Teknologi MARA, Johor.
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Consumer satisfaction
Insurance business. Insurance management
spellingShingle Consumer satisfaction
Insurance business. Insurance management
Gala, Kevin
Mohd Pauzi, Adli Hafidz
Anwar, Muhammad Khairul
The influence of service dimensions on customer satisfaction of Fauzee Mustaffa & Associates Sdn Bhd, Pasir Gudang / Kevin Gala, Adli Hafidz Mohd Pauzi and Muhammad Khairul Anwar
description Malaysia's Takaful industry continues to expand at an astounding rate. Back in 2010, there were only 12 Takaful operators in Malaysia that are licensed by Bank Negara Malaysia, and today, there are over 100,000 takaful agencies in Malaysia. Fauzee Mustaffa & Associates Sdn Bhd (FMA) is one of the takaful agencies that is located in Pasir Gudang, Johor Bahru. This study identifies the influence of service dimensions on customer satisfaction of Fauzee Mustaffa& Associates Sdn Bhd, Pasir Gudang Johor Bahru. Since Fauzee Mustaffa & Associates Pasir Gudang is experiencing an increased level of competition; hence they are required to improve their service and infrastructure to ensure a profitable business activity in the future. This can yield direct benefits to the organization and this might give an aspiration to organize the business models regarding optimum sources of service quality. By using the SERVQUAL Model by Parasuraman as the independent variable and customer satisfaction as the . dependent variable, a questionnaire was distributed to 236 respondents, and the study's findings are significant in terms of customer satisfaction. An intensive strategy that considers use of the profitable business activity to be undertaken based on the horizontal integration for market expansion. This is based on the grow-and-build strategy on the insurance digital infrastructure. The 25-34 years in the working population brings consideration towards 36.9% of the insurance to be brought into the Malaysian sector. Residual Mean Square = 5.225, with the actual observations made, thus consider the utilisation of the SERVQUAL framework to be accurate. This also makes the undertaking of the framework with high emphasis on the service supply chain in consideration with the computed of the residual mean but at lower value. Adjusted R square = 0.968, makes the consideration that 90% of the variance of the customer experience is dependent on the service variable of reliability, assurance and responsiveness
format Thesis
author Gala, Kevin
Mohd Pauzi, Adli Hafidz
Anwar, Muhammad Khairul
author_facet Gala, Kevin
Mohd Pauzi, Adli Hafidz
Anwar, Muhammad Khairul
author_sort Gala, Kevin
title The influence of service dimensions on customer satisfaction of Fauzee Mustaffa & Associates Sdn Bhd, Pasir Gudang / Kevin Gala, Adli Hafidz Mohd Pauzi and Muhammad Khairul Anwar
title_short The influence of service dimensions on customer satisfaction of Fauzee Mustaffa & Associates Sdn Bhd, Pasir Gudang / Kevin Gala, Adli Hafidz Mohd Pauzi and Muhammad Khairul Anwar
title_full The influence of service dimensions on customer satisfaction of Fauzee Mustaffa & Associates Sdn Bhd, Pasir Gudang / Kevin Gala, Adli Hafidz Mohd Pauzi and Muhammad Khairul Anwar
title_fullStr The influence of service dimensions on customer satisfaction of Fauzee Mustaffa & Associates Sdn Bhd, Pasir Gudang / Kevin Gala, Adli Hafidz Mohd Pauzi and Muhammad Khairul Anwar
title_full_unstemmed The influence of service dimensions on customer satisfaction of Fauzee Mustaffa & Associates Sdn Bhd, Pasir Gudang / Kevin Gala, Adli Hafidz Mohd Pauzi and Muhammad Khairul Anwar
title_sort influence of service dimensions on customer satisfaction of fauzee mustaffa & associates sdn bhd, pasir gudang / kevin gala, adli hafidz mohd pauzi and muhammad khairul anwar
publishDate 2023
url https://ir.uitm.edu.my/id/eprint/99121/1/99121.pdf
https://ir.uitm.edu.my/id/eprint/99121/
_version_ 1806422141320560640
score 13.211869

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