The efect of service quality, perceived cost, complain behaviour and corporate image on customer satisfaction towards Perlindungan Tenang-Microtakaful product

The main purpose of this study is to evaluate the factors that impact customer satisfaction with Takaful Product (Perlindungan Tenang). This study believes several factors such as service quality, perceived cost, complaint behaviour and corporate image influence on the customer satisfaction towards...

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Main Author:	Mohd Azam, Musthafa
Format:	Thesis
Language:	eng eng
Published:	2023
Subjects:	HG Finance
Online Access:	https://etd.uum.edu.my/11211/1/s828835_01.pdf https://etd.uum.edu.my/11211/2/s828835_02.pdf
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id	my-uum-etd.11211
record_format	uketd_dc
spelling	my-uum-etd.112112024-06-25T07:16:39Z The efect of service quality, perceived cost, complain behaviour and corporate image on customer satisfaction towards Perlindungan Tenang-Microtakaful product 2023 Mohd Azam, Musthafa Ishak, Nor Syahidah Islamic Business School Islamic Business Scool HG Finance The main purpose of this study is to evaluate the factors that impact customer satisfaction with Takaful Product (Perlindungan Tenang). This study believes several factors such as service quality, perceived cost, complaint behaviour and corporate image influence on the customer satisfaction towards Takaful product (Perlindungan Tenang) in Kedah. This study aims to recognize the relationship and the influence factor between customer satisfaction and its determinants. Hence, the hypothesis testing methods used in this study where structured questionnaires were randomly distributed to 225 respondents. As to differentiate with another research, this study had chosen takaful (Perlindungan Tenang) certificate holders that experienced in services provided by Great Eastern Takaful Berhad company in Kedah as the respondents by using probability sampling. Based on the result from this study, all the factors mentioned above have positive significant relationship towards the customer satisfaction among takaful participant in Perlindungan Tenang products. Besides, this study also found that service quality is significantly not influence on its dependent variable, while the rest three variables have significantly influence relationship on customer satisfaction among takaful participant in Perlindungan Tenang products. Lastly, this research emphasizing the customer's perception of service quality as reflective of ongoing commitment, the study underscores the risk of losing customers in a competitive market if service quality is not maintained. Additionally, the research recommends takaful operators to provide competitive prices, recognizing the crucial role of positive cost perceptions in augmenting customer satisfaction. Practical policy implications stress the importance of fair pricing structures, aligning with service offerings, to cultivate enduring and mutually beneficial relationships with customers in the financial sector 2023 Thesis https://etd.uum.edu.my/11211/ https://etd.uum.edu.my/11211/1/s828835_01.pdf text eng 2026-12-20 staffonly https://etd.uum.edu.my/11211/2/s828835_02.pdf text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Ishak, Nor Syahidah
topic	HG Finance
spellingShingle	HG Finance Mohd Azam, Musthafa The efect of service quality, perceived cost, complain behaviour and corporate image on customer satisfaction towards Perlindungan Tenang-Microtakaful product
description	The main purpose of this study is to evaluate the factors that impact customer satisfaction with Takaful Product (Perlindungan Tenang). This study believes several factors such as service quality, perceived cost, complaint behaviour and corporate image influence on the customer satisfaction towards Takaful product (Perlindungan Tenang) in Kedah. This study aims to recognize the relationship and the influence factor between customer satisfaction and its determinants. Hence, the hypothesis testing methods used in this study where structured questionnaires were randomly distributed to 225 respondents. As to differentiate with another research, this study had chosen takaful (Perlindungan Tenang) certificate holders that experienced in services provided by Great Eastern Takaful Berhad company in Kedah as the respondents by using probability sampling. Based on the result from this study, all the factors mentioned above have positive significant relationship towards the customer satisfaction among takaful participant in Perlindungan Tenang products. Besides, this study also found that service quality is significantly not influence on its dependent variable, while the rest three variables have significantly influence relationship on customer satisfaction among takaful participant in Perlindungan Tenang products. Lastly, this research emphasizing the customer's perception of service quality as reflective of ongoing commitment, the study underscores the risk of losing customers in a competitive market if service quality is not maintained. Additionally, the research recommends takaful operators to provide competitive prices, recognizing the crucial role of positive cost perceptions in augmenting customer satisfaction. Practical policy implications stress the importance of fair pricing structures, aligning with service offerings, to cultivate enduring and mutually beneficial relationships with customers in the financial sector
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Mohd Azam, Musthafa
author_facet	Mohd Azam, Musthafa
author_sort	Mohd Azam, Musthafa
title	The efect of service quality, perceived cost, complain behaviour and corporate image on customer satisfaction towards Perlindungan Tenang-Microtakaful product
title_short	The efect of service quality, perceived cost, complain behaviour and corporate image on customer satisfaction towards Perlindungan Tenang-Microtakaful product
title_full	The efect of service quality, perceived cost, complain behaviour and corporate image on customer satisfaction towards Perlindungan Tenang-Microtakaful product
title_fullStr	The efect of service quality, perceived cost, complain behaviour and corporate image on customer satisfaction towards Perlindungan Tenang-Microtakaful product
title_full_unstemmed	The efect of service quality, perceived cost, complain behaviour and corporate image on customer satisfaction towards Perlindungan Tenang-Microtakaful product
title_sort	efect of service quality, perceived cost, complain behaviour and corporate image on customer satisfaction towards perlindungan tenang-microtakaful product
granting_institution	Universiti Utara Malaysia
granting_department	Islamic Business School
publishDate	2023
url	https://etd.uum.edu.my/11211/1/s828835_01.pdf https://etd.uum.edu.my/11211/2/s828835_02.pdf
_version_	1804888220100460544

The efect of service quality, perceived cost, complain behaviour and corporate image on customer satisfaction towards Perlindungan Tenang-Microtakaful product

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