Customer satisfaction with service delivery in the life insurance industry:an empirical study
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. On...
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| Format: | Article |
| Language: | English |
| Published: |
Penerbit Universiti Kebangsaan Malaysia
2013
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| Online Access: | http://journalarticle.ukm.my/6974/ http://journalarticle.ukm.my/6974/1/4616-10799-1-SM.pdf |
| _version_ | 1848811330631368704 |
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| author | Norazah Mohd Suki, |
| author_facet | Norazah Mohd Suki, |
| author_sort | Norazah Mohd Suki, |
| building | UKM Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T23:44:41Z |
| format | Article |
| id | oai:generic.eprints.org:6974 |
| institution | Universiti Kebangasaan Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T23:44:41Z |
| publishDate | 2013 |
| publisher | Penerbit Universiti Kebangsaan Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | oai:generic.eprints.org:69742016-12-14T06:42:45Z http://journalarticle.ukm.my/6974/ Customer satisfaction with service delivery in the life insurance industry:an empirical study Norazah Mohd Suki, 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. Penerbit Universiti Kebangsaan Malaysia 2013 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/6974/1/4616-10799-1-SM.pdf Norazah Mohd Suki, (2013) Customer satisfaction with service delivery in the life insurance industry:an empirical study. Jurnal Pengurusan, 38 . pp. 101-109. ISSN 0127-2713 http://ejournal.ukm.my/pengurusan/index |
| spellingShingle | Norazah Mohd Suki, Customer satisfaction with service delivery in the life insurance industry:an empirical study |
| title | Customer satisfaction with service delivery in the life insurance industry:an empirical study |
| title_full | Customer satisfaction with service delivery in the life insurance industry:an empirical study |
| title_fullStr | Customer satisfaction with service delivery in the life insurance industry:an empirical study |
| title_full_unstemmed | Customer satisfaction with service delivery in the life insurance industry:an empirical study |
| title_short | Customer satisfaction with service delivery in the life insurance industry:an empirical study |
| title_sort | customer satisfaction with service delivery in the life insurance industry:an empirical study |
| url | http://journalarticle.ukm.my/6974/ http://journalarticle.ukm.my/6974/ http://journalarticle.ukm.my/6974/1/4616-10799-1-SM.pdf |