Improving customers' satisfaction on motor insurance policies at Auto Finance Centre, Maybank Berhad, Taman Melaka Raya / Raihanizah Abdul Kadir, Mysarah Hamzah and Nor Akmal Abdul Rahim

Customers are the greatest asset to any business. Therefore, that makes customers' satisfaction an important business strategy to reduce chum and increase profits. It is crucial for companies to look into strategies to ensure the return of their customers. Competition is always there in the mar...

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Main Authors:	Abdul Kadir, Raihanizah, Hamzah, Mysarah, Abdul Rahim, Nor Akmal
Format:	Thesis
Language:	English
Published:	2016
Subjects:	Marketing Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/77055/1/77055.pdf
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id	my-uitm-ir.77055
record_format	uketd_dc
spelling	my-uitm-ir.770552023-05-23T04:34:54Z Improving customers' satisfaction on motor insurance policies at Auto Finance Centre, Maybank Berhad, Taman Melaka Raya / Raihanizah Abdul Kadir, Mysarah Hamzah and Nor Akmal Abdul Rahim 2016 Abdul Kadir, Raihanizah Hamzah, Mysarah Abdul Rahim, Nor Akmal Marketing Consumer satisfaction Customers are the greatest asset to any business. Therefore, that makes customers' satisfaction an important business strategy to reduce chum and increase profits. It is crucial for companies to look into strategies to ensure the return of their customers. Competition is always there in the market. With the significant numbers of service providers offering such coverage, the situation leads to a phenomenon of switching of service providers upon expiry of the policies. Hence, to avoid such situations necessary actions are to be taken to curb the situation mainly to ensure that business of a particular insurance company is not affected and thereafter they are able to sustain their existing customers as well. This research aims to study how to improve the customers' satisfaction level on motor insurance policy at Auto Finance Centre, Maybank Berhad, Taman Melaka Raya. This research is based on data obtained from a survey questionnaire that polled the branch's existing motor insurance customers regarding the factor affecting their satisfaction level on renewal of motor insurance. The data was analyzed to evaluate and determine how service quality influences the customers' satisfaction level on having their motor insurance renewed with the bank. The research suggested that the bank should consider encouraging the customers to participate in service production and delivery process; bank should consider forming a dedicated service team to manage customers' expectations and to meet their needs; to consider providing intensive product training and to evaluate the staffs' knowledge periodically. It is hope that the study could contribute to increase the satisfaction level of Auto Finance Centre's customers and thereafter provides significant increment on the bank's profit. 2016 Thesis https://ir.uitm.edu.my/id/eprint/77055/ https://ir.uitm.edu.my/id/eprint/77055/1/77055.pdf text en public masters Universiti Teknologi MARA, Melaka Faculty of Business and Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Marketing Consumer satisfaction
spellingShingle	Marketing Consumer satisfaction Abdul Kadir, Raihanizah Hamzah, Mysarah Abdul Rahim, Nor Akmal Improving customers' satisfaction on motor insurance policies at Auto Finance Centre, Maybank Berhad, Taman Melaka Raya / Raihanizah Abdul Kadir, Mysarah Hamzah and Nor Akmal Abdul Rahim
description	Customers are the greatest asset to any business. Therefore, that makes customers' satisfaction an important business strategy to reduce chum and increase profits. It is crucial for companies to look into strategies to ensure the return of their customers. Competition is always there in the market. With the significant numbers of service providers offering such coverage, the situation leads to a phenomenon of switching of service providers upon expiry of the policies. Hence, to avoid such situations necessary actions are to be taken to curb the situation mainly to ensure that business of a particular insurance company is not affected and thereafter they are able to sustain their existing customers as well. This research aims to study how to improve the customers' satisfaction level on motor insurance policy at Auto Finance Centre, Maybank Berhad, Taman Melaka Raya. This research is based on data obtained from a survey questionnaire that polled the branch's existing motor insurance customers regarding the factor affecting their satisfaction level on renewal of motor insurance. The data was analyzed to evaluate and determine how service quality influences the customers' satisfaction level on having their motor insurance renewed with the bank. The research suggested that the bank should consider encouraging the customers to participate in service production and delivery process; bank should consider forming a dedicated service team to manage customers' expectations and to meet their needs; to consider providing intensive product training and to evaluate the staffs' knowledge periodically. It is hope that the study could contribute to increase the satisfaction level of Auto Finance Centre's customers and thereafter provides significant increment on the bank's profit.
format	Thesis
qualification_level	Master's degree
author	Abdul Kadir, Raihanizah Hamzah, Mysarah Abdul Rahim, Nor Akmal
author_facet	Abdul Kadir, Raihanizah Hamzah, Mysarah Abdul Rahim, Nor Akmal
author_sort	Abdul Kadir, Raihanizah
title	Improving customers' satisfaction on motor insurance policies at Auto Finance Centre, Maybank Berhad, Taman Melaka Raya / Raihanizah Abdul Kadir, Mysarah Hamzah and Nor Akmal Abdul Rahim
title_short	Improving customers' satisfaction on motor insurance policies at Auto Finance Centre, Maybank Berhad, Taman Melaka Raya / Raihanizah Abdul Kadir, Mysarah Hamzah and Nor Akmal Abdul Rahim
title_full	Improving customers' satisfaction on motor insurance policies at Auto Finance Centre, Maybank Berhad, Taman Melaka Raya / Raihanizah Abdul Kadir, Mysarah Hamzah and Nor Akmal Abdul Rahim
title_fullStr	Improving customers' satisfaction on motor insurance policies at Auto Finance Centre, Maybank Berhad, Taman Melaka Raya / Raihanizah Abdul Kadir, Mysarah Hamzah and Nor Akmal Abdul Rahim
title_full_unstemmed	Improving customers' satisfaction on motor insurance policies at Auto Finance Centre, Maybank Berhad, Taman Melaka Raya / Raihanizah Abdul Kadir, Mysarah Hamzah and Nor Akmal Abdul Rahim
title_sort	improving customers' satisfaction on motor insurance policies at auto finance centre, maybank berhad, taman melaka raya / raihanizah abdul kadir, mysarah hamzah and nor akmal abdul rahim
granting_institution	Universiti Teknologi MARA, Melaka
granting_department	Faculty of Business and Management
publishDate	2016
url	https://ir.uitm.edu.my/id/eprint/77055/1/77055.pdf
_version_	1783736136283193344

Improving customers' satisfaction on motor insurance policies at Auto Finance Centre, Maybank Berhad, Taman Melaka Raya / Raihanizah Abdul Kadir, Mysarah Hamzah and Nor Akmal Abdul Rahim

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