Determinants of customer relationship as mediating effect on service quality and customer loyalty: a case study Takaful Ikhlas / Azim Izzuddin Muhamad...[et al.]

Muhamad, Azim Izzuddin and Osman, Mohd Najmie and Said, Nurul Nabila and Ma’rof, Nur Afiqah (2018) Determinants of customer relationship as mediating effect on service quality and customer loyalty: a case study Takaful Ikhlas / Azim Izzuddin Muhamad...[et al.]. In: International Business & Management Academic Colloquium 2018. Faculty of Business & Management, Universiti Teknologi MARA (UiTM) Cawangan Kedah, Sungai Petani, Kedah, p. 29. ISBN 9789670314563

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Abstract

Malaysian Takaful industry has continued its healthy growth and it plays an important socioeconomic role in the country. In current global economy, service providers are competing to develop and retain customers through increased satisfaction and loyalty. Thus, this study used five dimensions of service quality to develop theoretical understanding about customer satisfaction and loyalty among Malaysian Takaful customers. The population of this study was customers who had subscribed to the Takaful products and services. The study had a sample of 326 respondents. The hypotheses were analyzed using Structual Equation Model (SEM) along with Partial Least Square (PLS) approach. The findings of this analysis indicated that four of five service quality dimensions (tangible, assurance, reliability and responsiveness) had positively influenced customer satisfaction and led to loyalty. In mediating effect, there was positive effect between customer satisfaction and customer loyalty. Therefore, this study will contribute to existing literature for both theoretical and managerial approaches to enhance understanding regarding customer retention, customer relationship management and setting of Takaful Industry.

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Item Type: Book Section
Creators:
Creators
Email
Muhamad, Azim Izzuddin
azim03@uitm.edu.my
Osman, Mohd Najmie
UNSPECIFIED
Said, Nurul Nabila
UNSPECIFIED
Ma’rof, Nur Afiqah
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Consumer satisfaction
Divisions: Universiti Teknologi MARA, Kedah > Sg Petani Campus > Faculty of Business and Management
Page Range: p. 29
Item ID: 36743
Uncontrolled Keywords: Service Quality, Customer Satisfaction, Customer Loyalty, Takaful
URI: https://ir.uitm.edu.my/id/eprint/36743

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36743

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