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

• Main Authors: Gala, Kevin, Mohd Pauzi, Adli Hafidz, Anwar, Muhammad Khairul
• Format: Thesis
• Language: English
• Published: 2023
• Subjects: Consumer satisfaction; Insurance business. Insurance management
• Online Access: https://ir.uitm.edu.my/id/eprint/99121/1/99121.pdf; https://ir.uitm.edu.my/id/eprint/99121/

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