/jurnalpengurusan Tue, 11 Oct 2022 06:45:05 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.1 /jurnalpengurusan/article/customer-satisfaction-with-service-delivery-in-the-life-insurance-industry-an-empirical-study/?utm_source=rss&utm_medium=rss&utm_campaign=customer-satisfaction-with-service-delivery-in-the-life-insurance-industry-an-empirical-study Tue, 11 Oct 2022 06:45:05 +0000 /jurnalpengurusan/?post_type=article&p=5364 Consumers purchase life insurance for financial security during times of hardship. The present research examines the effects of service quality on customer satisfaction with service delivery in the life insurance industry. A quantitative research method is used to achieve the research objective. One hundred completed and usable self-administered surveys were received from respondents located in the Federal Territory of Labuan, Malaysia that have had a life insurance policy with an insurance company in Malaysia. The empirical results of the multiple regression analysis divulge that assurance, tangibility and empathy have a positive and significant relationship with customer satisfaction with service delivery in the life insurance industry. Customers are satisfied with the way the services are delivered. High levels of skill and experience among employees of a life insurance company and the dedication of agents provide customer confidence. Customer satisfaction is strengthened when agents possess outstanding communication skills and the customer is served in a pleasant atmosphere endowed with appealing physical facilities. As a result, customers are given individualized attention because the staffs understand the specific needs of their customers. Suggestions for future research are also proposed.

]]> /jurnalpengurusan/article/determinants-of-customer-satisfaction-in-takaful-islamic-insurance-services-in-malaysia/?utm_source=rss&utm_medium=rss&utm_campaign=determinants-of-customer-satisfaction-in-takaful-islamic-insurance-services-in-malaysia Sat, 08 Oct 2022 08:59:00 +0000 /jurnalpengurusan/?post_type=article&p=2367 This study investigates the pertinent components of satisfaction variables that could help the Takaful Insurance to identify and prioritise ways to gain customers. The study employed a quantitative research approach by conducting surveys through questionnaires to respondents from two universities in Malaysia. The findings from the research proved that service quality and the role of agents are significant towards the determinants of customer satisfaction in Takaful insurance services. However, the performances of the takaful operators are found to be insignificant to the service quality. In conclusion, takaful operators need to improve and strengthen their service quality and the role of their agents as well. As for the performance of these takaful operators, customers do not rely much on it, and takaful operators should not concentrate much on this factor while offering their services.

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