Service Quality and Customer Loyalty in Malaysian Islamic Insurance Sector Exploring the mediating effects of Customer Satisfaction
The purpose of this study is to explore the mediating role of customer satisfaction between service quality dimensions and customer loyalty in Malaysian Islamic insurance sector. Based on the literature, six service quality dimensions were used to develop theoretical understanding about customer...
| Main Authors: | , , |
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| Format: | Article |
| Published: |
2016
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| Subjects: | |
| Online Access: | https://library.oum.edu.my/repository/1355/ |
| _version_ | 1848801672483045376 |
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| author | Ariff Syah Juhari, Muhammad Awais Bhatti, Shishi Kumar Piaralal, |
| author_facet | Ariff Syah Juhari, Muhammad Awais Bhatti, Shishi Kumar Piaralal, |
| author_sort | Ariff Syah Juhari, |
| building | OUM Institutional Repository |
| collection | Online Access |
| description | The purpose of this study is to explore the mediating role of customer satisfaction
between service quality dimensions and customer loyalty in Malaysian Islamic insurance sector.
Based on the literature, six service quality dimensions were used to develop theoretical
understanding about customer satisfaction and loyalty. This study proposes and tests a
framework via structural equation modeling (Amos-16). The results of the analysis indicated
that four of six service quality dimensions (tangible, responsiveness, fairness, and reliability)
positively influence customer satisfaction which further influences customer loyalty. In other
words, customer satisfaction mediates the relationship between four of six service quality
dimensions (tangible, responsiveness, fairness, and reliability) and customer loyalty. Only two
service quality dimensions (assurance and empathy) were not significantly related with
customer satisfaction and loyalty. The findings further suggest that fairness have strongest
effect on customer satisfaction and loyalty. The result of the study will help the managers and
professionals to better understand how customer perceive service quality dimension and how
these service quality dimensions are important for customers as well as for the organization.
The study tested the impact of service quality dimensions on customer satisfaction and
customer loyalty and found that tangibility, responsiveness, reliability, and fairness positively
influence customer satisfaction. Therefore, the result of the study will help managers and
professionals about how to deal with the customers to maximize the organizational profit. The
result of the study suggested that fairness have strong influence on customer satisfactions and managers should pay attention on the fairness to improve service quality and maximize the
customer satisfaction. As per our best knowledge, the suggested model and Islamic insurance
sector have never been investigated before. (Abstract by authors) |
| first_indexed | 2025-11-14T21:11:11Z |
| format | Article |
| id | oai:eprints.oum.edu.my:1355 |
| institution | Open University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T21:11:11Z |
| publishDate | 2016 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | oai:eprints.oum.edu.my:13552021-06-19T00:37:11Z Service Quality and Customer Loyalty in Malaysian Islamic Insurance Sector Exploring the mediating effects of Customer Satisfaction Ariff Syah Juhari, Muhammad Awais Bhatti, Shishi Kumar Piaralal, HG Finance The purpose of this study is to explore the mediating role of customer satisfaction between service quality dimensions and customer loyalty in Malaysian Islamic insurance sector. Based on the literature, six service quality dimensions were used to develop theoretical understanding about customer satisfaction and loyalty. This study proposes and tests a framework via structural equation modeling (Amos-16). The results of the analysis indicated that four of six service quality dimensions (tangible, responsiveness, fairness, and reliability) positively influence customer satisfaction which further influences customer loyalty. In other words, customer satisfaction mediates the relationship between four of six service quality dimensions (tangible, responsiveness, fairness, and reliability) and customer loyalty. Only two service quality dimensions (assurance and empathy) were not significantly related with customer satisfaction and loyalty. The findings further suggest that fairness have strongest effect on customer satisfaction and loyalty. The result of the study will help the managers and professionals to better understand how customer perceive service quality dimension and how these service quality dimensions are important for customers as well as for the organization. The study tested the impact of service quality dimensions on customer satisfaction and customer loyalty and found that tangibility, responsiveness, reliability, and fairness positively influence customer satisfaction. Therefore, the result of the study will help managers and professionals about how to deal with the customers to maximize the organizational profit. The result of the study suggested that fairness have strong influence on customer satisfactions and managers should pay attention on the fairness to improve service quality and maximize the customer satisfaction. As per our best knowledge, the suggested model and Islamic insurance sector have never been investigated before. (Abstract by authors) 2016 Article PeerReviewed text https://library.oum.edu.my/repository/1355/1/library-document-1355.pdf Ariff Syah Juhari, and Muhammad Awais Bhatti, and Shishi Kumar Piaralal, (2016) Service Quality and Customer Loyalty in Malaysian Islamic Insurance Sector Exploring the mediating effects of Customer Satisfaction. International Journal of Academic Research in Business and Social Sciences, 6 (3). pp. 17-36. ISSN 2222-6990 https://library.oum.edu.my/repository/1355/ |
| spellingShingle | HG Finance Ariff Syah Juhari, Muhammad Awais Bhatti, Shishi Kumar Piaralal, Service Quality and Customer Loyalty in Malaysian Islamic Insurance Sector Exploring the mediating effects of Customer Satisfaction |
| title | Service Quality and Customer Loyalty in Malaysian
Islamic Insurance Sector
Exploring the mediating effects of Customer Satisfaction |
| title_full | Service Quality and Customer Loyalty in Malaysian
Islamic Insurance Sector
Exploring the mediating effects of Customer Satisfaction |
| title_fullStr | Service Quality and Customer Loyalty in Malaysian
Islamic Insurance Sector
Exploring the mediating effects of Customer Satisfaction |
| title_full_unstemmed | Service Quality and Customer Loyalty in Malaysian
Islamic Insurance Sector
Exploring the mediating effects of Customer Satisfaction |
| title_short | Service Quality and Customer Loyalty in Malaysian
Islamic Insurance Sector
Exploring the mediating effects of Customer Satisfaction |
| title_sort | service quality and customer loyalty in malaysian
islamic insurance sector
exploring the mediating effects of customer satisfaction |
| topic | HG Finance |
| url | https://library.oum.edu.my/repository/1355/ |