Customer satisfaction toward agents at Etiqa Bandar Baru Klang / Norjan Saleem

Insurance is about helping people to protect their assets, maintain their lifestyles and build better future to them. Customer is an asset company so they become important to know about their needs and wants for quality in their products and services. Therefore, if the company’s apparent performance exceeds a customer’s expectations, then the customer will satisfy and if not, then the customer will be dissatisfied. The research is conducted to study the customer’s satisfaction towards agent at Etiqa Bandar Baru Klang. Furthermore, research objectives for this study are to identify the level of customer satisfaction towards service provided, the level of service quality provided by agent at Etiqa Insurance & Takaful and to identify the most important factors that will influences customer satisfaction. The frequency, descriptive analysis, and regression from Statistical Package for Social Sciences (SPSS) been used in this research, a clear findings and result will be observed. The findings showed that most of the customers were satisfied with the services provided by the agent at Etiqa Insurance & Takaful. Overall, the most of customer are satisfied with the services provide by agent at Etiqa Insurance & Takaful, but they need to overcome the weakness with the service provided by agent. Hence, in order to improve and overcome the weakness to increase the customer satisfaction, the researcher gives some recommendations and suggestions after the final analysis have been made.