Examining the factors contributing customer satisfaction: a case study of Prudential BSN Takaful Berhad, Al Isra Johor / Siti Aishah Abdullah, Siti Nor Shageera Md Nasir and Sulaiman Mohamed Taib

This dissertation examines the factors that contribute to the satisfaction of Prudential BSN Takaful Berhad, Al Isra Johor' customers in order to suggest Al Isra Johor' agents some recommendations to achieve better persistency ratio. Many researches have been done generally on service qual...

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Main Authors:	Abdullah, Siti Aishah, Md Nasir, Siti Nor Shageera, Mohamed Taib, Sulaiman
Format:	Thesis
Language:	English
Published:	2018
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/54949/1/54949.pdf
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id	my-uitm-ir.54949
record_format	uketd_dc
spelling	my-uitm-ir.549492022-01-25T06:44:27Z Examining the factors contributing customer satisfaction: a case study of Prudential BSN Takaful Berhad, Al Isra Johor / Siti Aishah Abdullah, Siti Nor Shageera Md Nasir and Sulaiman Mohamed Taib 2018-07 Abdullah, Siti Aishah Md Nasir, Siti Nor Shageera Mohamed Taib, Sulaiman Consumer satisfaction Insurance business. Insurance management This dissertation examines the factors that contribute to the satisfaction of Prudential BSN Takaful Berhad, Al Isra Johor' customers in order to suggest Al Isra Johor' agents some recommendations to achieve better persistency ratio. Many researches have been done generally on service quality in service industry accepting that customer satisfaction and customer retention has strong relationship. However, little research has been done regarding the factors that contribute to the customer satisfaction in takaful business specifically, hence, it is very crucial to study the factors that contribute to the customer satisfaction since customer retention rate (persistency ratio) is very important to insurance or takaful agents for their sustainability in the industry. It is the objectives of this paper to assess reliability, responsiveness, assurance and empathy of SERVQUAL model to examine which are the factors that crucial for customer satisfaction. A survey on 130 existing clients of Al Isra Johor' agents were conducted and the result showed that reliability, responsiveness, and empathy are the three significant factors in contributing customers' satisfaction. The other one factor which is assurance is not significantly affecting customers' satisfaction. Other than the survey, an interview with on of Al Isra Johor' unit manager was conducted and internal documents from the organization were collected to enable the researchers to fully understand the environment that Al Isra Johor operates. Overall, based on the analysis outcome, the researchers highly recommend that Al Isra Johor allocates more resources into improving their agents' skillsets in servicing including after-sales service in order to ensure that customers can have maximum satisfaction towards the service provided 2018-07 Thesis https://ir.uitm.edu.my/id/eprint/54949/ https://ir.uitm.edu.my/id/eprint/54949/1/54949.pdf text en public masters Universiti Teknologi Mara Cawangan Johor Arshad Ayub Graduate Business School T. K. Muthu Koya Thangal, Dr. Thahira Bibi
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	T. K. Muthu Koya Thangal, Dr. Thahira Bibi
topic	Consumer satisfaction Consumer satisfaction
spellingShingle	Consumer satisfaction Consumer satisfaction Abdullah, Siti Aishah Md Nasir, Siti Nor Shageera Mohamed Taib, Sulaiman Examining the factors contributing customer satisfaction: a case study of Prudential BSN Takaful Berhad, Al Isra Johor / Siti Aishah Abdullah, Siti Nor Shageera Md Nasir and Sulaiman Mohamed Taib
description	This dissertation examines the factors that contribute to the satisfaction of Prudential BSN Takaful Berhad, Al Isra Johor' customers in order to suggest Al Isra Johor' agents some recommendations to achieve better persistency ratio. Many researches have been done generally on service quality in service industry accepting that customer satisfaction and customer retention has strong relationship. However, little research has been done regarding the factors that contribute to the customer satisfaction in takaful business specifically, hence, it is very crucial to study the factors that contribute to the customer satisfaction since customer retention rate (persistency ratio) is very important to insurance or takaful agents for their sustainability in the industry. It is the objectives of this paper to assess reliability, responsiveness, assurance and empathy of SERVQUAL model to examine which are the factors that crucial for customer satisfaction. A survey on 130 existing clients of Al Isra Johor' agents were conducted and the result showed that reliability, responsiveness, and empathy are the three significant factors in contributing customers' satisfaction. The other one factor which is assurance is not significantly affecting customers' satisfaction. Other than the survey, an interview with on of Al Isra Johor' unit manager was conducted and internal documents from the organization were collected to enable the researchers to fully understand the environment that Al Isra Johor operates. Overall, based on the analysis outcome, the researchers highly recommend that Al Isra Johor allocates more resources into improving their agents' skillsets in servicing including after-sales service in order to ensure that customers can have maximum satisfaction towards the service provided
format	Thesis
qualification_level	Master's degree
author	Abdullah, Siti Aishah Md Nasir, Siti Nor Shageera Mohamed Taib, Sulaiman
author_facet	Abdullah, Siti Aishah Md Nasir, Siti Nor Shageera Mohamed Taib, Sulaiman
author_sort	Abdullah, Siti Aishah
title	Examining the factors contributing customer satisfaction: a case study of Prudential BSN Takaful Berhad, Al Isra Johor / Siti Aishah Abdullah, Siti Nor Shageera Md Nasir and Sulaiman Mohamed Taib
title_short	Examining the factors contributing customer satisfaction: a case study of Prudential BSN Takaful Berhad, Al Isra Johor / Siti Aishah Abdullah, Siti Nor Shageera Md Nasir and Sulaiman Mohamed Taib
title_full	Examining the factors contributing customer satisfaction: a case study of Prudential BSN Takaful Berhad, Al Isra Johor / Siti Aishah Abdullah, Siti Nor Shageera Md Nasir and Sulaiman Mohamed Taib
title_fullStr	Examining the factors contributing customer satisfaction: a case study of Prudential BSN Takaful Berhad, Al Isra Johor / Siti Aishah Abdullah, Siti Nor Shageera Md Nasir and Sulaiman Mohamed Taib
title_full_unstemmed	Examining the factors contributing customer satisfaction: a case study of Prudential BSN Takaful Berhad, Al Isra Johor / Siti Aishah Abdullah, Siti Nor Shageera Md Nasir and Sulaiman Mohamed Taib
title_sort	examining the factors contributing customer satisfaction: a case study of prudential bsn takaful berhad, al isra johor / siti aishah abdullah, siti nor shageera md nasir and sulaiman mohamed taib
granting_institution	Universiti Teknologi Mara Cawangan Johor
granting_department	Arshad Ayub Graduate Business School
publishDate	2018
url	https://ir.uitm.edu.my/id/eprint/54949/1/54949.pdf
_version_	1783734898060689408

Examining the factors contributing customer satisfaction: a case study of Prudential BSN Takaful Berhad, Al Isra Johor / Siti Aishah Abdullah, Siti Nor Shageera Md Nasir and Sulaiman Mohamed Taib

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