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You searched Library Catalogue - Subject: Document imaging systems
Call Number (WOU) SP CEMBA 2017 87
Author Wong, See Shen
Title Elements influencing customer satisfaction towards services offered in the Malaysia’s insurance industry / Wong See Shen
Abstract Fulfilling customer satisfaction is a trend and a must for all industrials inclusive of insurance sector in order to retain customer loyalty, increase profits and reputation of an organization. Therefore, customer satisfaction has been recognized as essential elements to be studied in Malaysia for all sectors. The purpose of this research is to find out elements influencing customer satisfaction towards services offered in the Malaysia’s insurance industry. In order to meet the objective, Pearson correlation analysis applied in this study. Pearson correlation analysis carried out to examine the relationship between customer satisfaction and quality of service, customer perceived value, corporate image, customer complaint comportment and role of agent. Besides, reliability test analysis has been carried out in this study to test the significant level of respondents’ satisfaction level towards each element. We found out that customer perceived value was the most important element influencing customer satisfaction towards services offered in Malaysia. However, corporate image and role of agent were the less significant variables which barely explain the customer satisfaction level in services offered around Malaysia. Several recommendations were highlighted for future study, which may be of value to future study to research in depth on those elements.
Notes Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
Publisher/Year Penang : School of Business and Administration, Wawasan Open University, 2017
Subject Customer satisfaction.

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