Effect of policy and service quality of SOCSO on client satisfaction, moderated by client knowledge

Effect of policy and service quality of SOCSO on client satisfaction, moderated by client knowledge

The number of complaints made by SOCSO’s clients towards SOCSO gradually increase. Therefore, the annual goals of SOCSO are not consistently achieved. The policy makers and the service providers of SOCSO need to understand the client’s perception on the quality of service offered. Thus, this researc...

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Main Author: Dinesh Kumar, Saundra Rajan
Format: Thesis
Language:eng
eng
Published: 2019
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/8066/1/s900766_01.pdf
https://etd.uum.edu.my/8066/2/s900766_02.pdf
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malaysian 1
theses 1
id my-uum-etd.8066
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Abd. Aziz, Fadzli Shah
Abdul Manab, Norlida
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Dinesh Kumar, Saundra Rajan
Effect of policy and service quality of SOCSO on client satisfaction, moderated by client knowledge
description The number of complaints made by SOCSO’s clients towards SOCSO gradually increase. Therefore, the annual goals of SOCSO are not consistently achieved. The policy makers and the service providers of SOCSO need to understand the client’s perception on the quality of service offered. Thus, this research attempted to study the effect of policy and the perceived service quality of SOCSO on client satisfaction. Besides, the study also examined the moderation effect of client knowledge on client satisfaction. This study was conducted all over Malaysia through the stratification of sampling in each state of the country. Five hundred and seven questionnaires were distributed but only 384 questionnaires were usable, yielding a response rate of 75.74%. The findings revealed that there are direct relationships between policy, perceived service quality and client satisfaction. The findings also showed that client knowledge moderated the relationships between policy, perceived service quality and client satisfaction. The theoretical implications of the study is the inclusion of client knowledge as the moderator in assimilation contrast theory. The practical implication of the study is assisting the organization to rework policy structure of SOCSO which consist of deductions and compensation coverage. The study concludes with limitations and suggestions for future work while some recommendations have been made to improve client satisfaction.
format Thesis
author Dinesh Kumar, Saundra Rajan
author_facet Dinesh Kumar, Saundra Rajan
author_sort Dinesh Kumar, Saundra Rajan
title Effect of policy and service quality of SOCSO on client satisfaction, moderated by client knowledge
title_short Effect of policy and service quality of SOCSO on client satisfaction, moderated by client knowledge
title_full Effect of policy and service quality of SOCSO on client satisfaction, moderated by client knowledge
title_fullStr Effect of policy and service quality of SOCSO on client satisfaction, moderated by client knowledge
title_full_unstemmed Effect of policy and service quality of SOCSO on client satisfaction, moderated by client knowledge
title_sort effect of policy and service quality of socso on client satisfaction, moderated by client knowledge
granting_institution Universiti Utara Malaysia
granting_department School of Business Management
publishDate 2019
url https://etd.uum.edu.my/8066/1/s900766_01.pdf
https://etd.uum.edu.my/8066/2/s900766_02.pdf
_version_ 1747828316149121024
spelling my-uum-etd.80662022-05-09T03:56:55Z Effect of policy and service quality of SOCSO on client satisfaction, moderated by client knowledge 2019 Dinesh Kumar, Saundra Rajan Abd. Aziz, Fadzli Shah Abdul Manab, Norlida School of Business Management School of Business Management HF5415.33 Consumer Behavior. The number of complaints made by SOCSO’s clients towards SOCSO gradually increase. Therefore, the annual goals of SOCSO are not consistently achieved. The policy makers and the service providers of SOCSO need to understand the client’s perception on the quality of service offered. Thus, this research attempted to study the effect of policy and the perceived service quality of SOCSO on client satisfaction. Besides, the study also examined the moderation effect of client knowledge on client satisfaction. This study was conducted all over Malaysia through the stratification of sampling in each state of the country. Five hundred and seven questionnaires were distributed but only 384 questionnaires were usable, yielding a response rate of 75.74%. The findings revealed that there are direct relationships between policy, perceived service quality and client satisfaction. The findings also showed that client knowledge moderated the relationships between policy, perceived service quality and client satisfaction. The theoretical implications of the study is the inclusion of client knowledge as the moderator in assimilation contrast theory. The practical implication of the study is assisting the organization to rework policy structure of SOCSO which consist of deductions and compensation coverage. The study concludes with limitations and suggestions for future work while some recommendations have been made to improve client satisfaction. 2019 Thesis https://etd.uum.edu.my/8066/ https://etd.uum.edu.my/8066/1/s900766_01.pdf text eng public https://etd.uum.edu.my/8066/2/s900766_02.pdf text eng public Universiti Utara Malaysia Abtin, A., & Pouramiri, M. (2016). The impact of relationship marketing on customer loyalty enhancement (case study: Kerman Iran insurance company). Marketing and Branding Research, 3, 41-49. Agnelli, J.F. (2003). Workers' compensation law conference: A comprehensive update on the latest practice issues. Boston: MCLE. Agus, A., Barker, S., & Kandampully, J. (2007). An exploratory study of service quality in the Malaysian public service sector. International Journal of Quality and Reliability Management, 24(2), 177-190. Ahn, Y.S., Kang, S.K., & Kim, K.J. (2004). 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