Determinants of customer relationship as mediating effect on service quality and customer loyalty: a case study Takaful Ikhlas / Azim Izzuddin Muhamad...[et al.]
Malaysian Takaful industry has continued its healthy growth and it plays an important socioeconomic role in the country. In current global economy, service providers are competing to develop and retain customers through increased satisfaction and loyalty. Thus, this study used five dimensions of ser...
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| Format: | Book Section |
| Language: | en |
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Faculty of Business & Management, Universiti Teknologi MARA (UiTM) Cawangan Kedah
2018
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/36743/1/36743.pdf https://ir.uitm.edu.my/id/eprint/36743/ |
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| _version_ | 1833065440688996352 |
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| author | Muhamad, Azim Izzuddin Osman, Mohd Najmie Said, Nurul Nabila Ma’rof, Nur Afiqah |
| author_facet | Muhamad, Azim Izzuddin Osman, Mohd Najmie Said, Nurul Nabila Ma’rof, Nur Afiqah |
| author_sort | Muhamad, Azim Izzuddin |
| building | Tun Abdul Razak Library |
| collection | Institutional Repository |
| content_provider | Universiti Teknologi Mara |
| content_source | UiTM Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | Malaysian Takaful industry has continued its healthy growth and it plays an important socioeconomic role in the country. In current global economy, service providers are competing to develop and retain customers through increased satisfaction and loyalty. Thus, this study used five dimensions of service quality to develop theoretical understanding about customer satisfaction and loyalty among Malaysian Takaful customers. The population of this study was customers who had subscribed to the Takaful products and services. The study had a sample of 326 respondents. The hypotheses were analyzed using Structual Equation Model (SEM) along with Partial Least Square (PLS) approach. The findings of this analysis indicated that four of five service quality dimensions (tangible, assurance, reliability and responsiveness) had positively influenced customer satisfaction and led to loyalty. In mediating effect, there was positive effect between customer satisfaction and customer loyalty. Therefore, this study will contribute to existing literature for both theoretical and managerial approaches to enhance understanding regarding customer retention, customer relationship management and setting of Takaful Industry. |
| format | Book Section |
| id | my.uitm.ir-36743 |
| institution | Universiti Teknologi Mara |
| language | en |
| publishDate | 2018 |
| publisher | Faculty of Business & Management, Universiti Teknologi MARA (UiTM) Cawangan Kedah |
| record_format | eprints |
| spelling | my.uitm.ir-367432020-11-17T04:56:14Z https://ir.uitm.edu.my/id/eprint/36743/ Determinants of customer relationship as mediating effect on service quality and customer loyalty: a case study Takaful Ikhlas / Azim Izzuddin Muhamad...[et al.] Muhamad, Azim Izzuddin Osman, Mohd Najmie Said, Nurul Nabila Ma’rof, Nur Afiqah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Malaysian Takaful industry has continued its healthy growth and it plays an important socioeconomic role in the country. In current global economy, service providers are competing to develop and retain customers through increased satisfaction and loyalty. Thus, this study used five dimensions of service quality to develop theoretical understanding about customer satisfaction and loyalty among Malaysian Takaful customers. The population of this study was customers who had subscribed to the Takaful products and services. The study had a sample of 326 respondents. The hypotheses were analyzed using Structual Equation Model (SEM) along with Partial Least Square (PLS) approach. The findings of this analysis indicated that four of five service quality dimensions (tangible, assurance, reliability and responsiveness) had positively influenced customer satisfaction and led to loyalty. In mediating effect, there was positive effect between customer satisfaction and customer loyalty. Therefore, this study will contribute to existing literature for both theoretical and managerial approaches to enhance understanding regarding customer retention, customer relationship management and setting of Takaful Industry. Faculty of Business & Management, Universiti Teknologi MARA (UiTM) Cawangan Kedah 2018 Book Section NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/36743/1/36743.pdf Determinants of customer relationship as mediating effect on service quality and customer loyalty: a case study Takaful Ikhlas / Azim Izzuddin Muhamad...[et al.]. (2018) In: International Business & Management Academic Colloquium 2018. Faculty of Business & Management, Universiti Teknologi MARA (UiTM) Cawangan Kedah, Sungai Petani, Kedah, p. 29. ISBN 9789670314563 |
| spellingShingle | Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Muhamad, Azim Izzuddin Osman, Mohd Najmie Said, Nurul Nabila Ma’rof, Nur Afiqah Determinants of customer relationship as mediating effect on service quality and customer loyalty: a case study Takaful Ikhlas / Azim Izzuddin Muhamad...[et al.] |
| title | Determinants of customer relationship as mediating effect on service quality and customer loyalty: a case study Takaful Ikhlas / Azim Izzuddin Muhamad...[et al.] |
| title_full | Determinants of customer relationship as mediating effect on service quality and customer loyalty: a case study Takaful Ikhlas / Azim Izzuddin Muhamad...[et al.] |
| title_fullStr | Determinants of customer relationship as mediating effect on service quality and customer loyalty: a case study Takaful Ikhlas / Azim Izzuddin Muhamad...[et al.] |
| title_full_unstemmed | Determinants of customer relationship as mediating effect on service quality and customer loyalty: a case study Takaful Ikhlas / Azim Izzuddin Muhamad...[et al.] |
| title_short | Determinants of customer relationship as mediating effect on service quality and customer loyalty: a case study Takaful Ikhlas / Azim Izzuddin Muhamad...[et al.] |
| title_sort | determinants of customer relationship as mediating effect on service quality and customer loyalty: a case study takaful ikhlas / azim izzuddin muhamad...[et al.] |
| topic | Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction |
| url | https://ir.uitm.edu.my/id/eprint/36743/1/36743.pdf https://ir.uitm.edu.my/id/eprint/36743/ |
| url_provider | http://ir.uitm.edu.my/ |