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

• Main Author: Mohd Azam, Musthafa
• Format: Thesis
• Language: English; English
• 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; https://etd.uum.edu.my/11211/

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