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
Online Access:	https://ir.uitm.edu.my/id/eprint/99121/1/99121.pdf
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id	my-uitm-ir.99121
record_format	uketd_dc
spelling	my-uitm-ir.991212024-07-24T04:05:59Z 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 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 https://ir.uitm.edu.my/id/eprint/99121/ https://ir.uitm.edu.my/id/eprint/99121/1/99121.pdf text en public masters Universiti Teknologi MARA, Johor Arshad Ayub Graduate Business School
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Consumer satisfaction Consumer satisfaction
spellingShingle	Consumer satisfaction Consumer satisfaction 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
qualification_level	Master's degree
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
granting_institution	Universiti Teknologi MARA, Johor
granting_department	Arshad Ayub Graduate Business School
publishDate	2023
url	https://ir.uitm.edu.my/id/eprint/99121/1/99121.pdf
_version_	1811768988304146432

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

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