A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad

A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad

Much attention has been focused on how to enhance service quality in order to meet customer expectations and demand. However, relatively limited studies focus on the relationship between organizational culture and service quality in insurance industry in Malaysia. The purpose of this study is to ex...

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Main Author: Felly Dalilina, Nurulhuda
Format: Thesis
Language:eng
eng
Published: 2011
Subjects:
HF5001-6182 Business
Online Access:https://etd.uum.edu.my/3096/1/FELLY_DALILINA_NURULHUDA.pdf
https://etd.uum.edu.my/3096/2/1.FELLY_DALILINA_NURULHUDA.pdf
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id my-uum-etd.3096
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Daud, Zulkiflee
topic HF5001-6182 Business
spellingShingle HF5001-6182 Business
Felly Dalilina, Nurulhuda
A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad
description Much attention has been focused on how to enhance service quality in order to meet customer expectations and demand. However, relatively limited studies focus on the relationship between organizational culture and service quality in insurance industry in Malaysia. The purpose of this study is to examine the relationship between organizational culture and service quality. Data were collected from 120 Customer Service employees in Great Eastern Life Assurance (M) Bhd and gathered through questionnaire. The result was being analyzed by using Statistical Package for Social Science (SPSS)version 19.Based on the data analysis,independent variables such as involvement,adaptability,strategic direction,and empowerment have positive correlations with service assurance,service reliability,and service equipment. Recommendations and implications for future research and practices were also discussed.
format Thesis
qualification_name masters
qualification_level Master's degree
author Felly Dalilina, Nurulhuda
author_facet Felly Dalilina, Nurulhuda
author_sort Felly Dalilina, Nurulhuda
title A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad
title_short A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad
title_full A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad
title_fullStr A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad
title_full_unstemmed A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad
title_sort study on the relationship between organizational culture and service quality at great eastern life assurance (m) berhad
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2011
url https://etd.uum.edu.my/3096/1/FELLY_DALILINA_NURULHUDA.pdf
https://etd.uum.edu.my/3096/2/1.FELLY_DALILINA_NURULHUDA.pdf
_version_ 1747827497663201280
spelling my-uum-etd.30962016-04-18T07:24:24Z A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad 2011-12 Felly Dalilina, Nurulhuda Daud, Zulkiflee Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5001-6182 Business Much attention has been focused on how to enhance service quality in order to meet customer expectations and demand. However, relatively limited studies focus on the relationship between organizational culture and service quality in insurance industry in Malaysia. The purpose of this study is to examine the relationship between organizational culture and service quality. Data were collected from 120 Customer Service employees in Great Eastern Life Assurance (M) Bhd and gathered through questionnaire. The result was being analyzed by using Statistical Package for Social Science (SPSS)version 19.Based on the data analysis,independent variables such as involvement,adaptability,strategic direction,and empowerment have positive correlations with service assurance,service reliability,and service equipment. Recommendations and implications for future research and practices were also discussed. 2011-12 Thesis https://etd.uum.edu.my/3096/ https://etd.uum.edu.my/3096/1/FELLY_DALILINA_NURULHUDA.pdf application/pdf eng validuser https://etd.uum.edu.my/3096/2/1.FELLY_DALILINA_NURULHUDA.pdf application/pdf eng public masters masters Universiti Utara Malaysia Abby Ghobadian,Simon Speller,Mathew Jones (1994),"Service Quality-concepts and models."International Journal of Quality and reliability management,Volume11 No 9,pp 43-66. 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