A study on customer perception towards service quality provided by Takaful Malaysia Berhad Langkawi branch / Nurulhaida Din

Din, Nurulhaida (2004) A study on customer perception towards service quality provided by Takaful Malaysia Berhad Langkawi branch / Nurulhaida Din. [Student Project] (Unpublished)

Abstract

This research examines the customer perception towards service quality provided by Takaful Malaysia Berhad especially Langkawi Branch. The study intends to look into the contrast between the customer perception of five SERVQUAL dimensions (assurance, empathy, reliability, responsiveness and tangibility) and how customer react to the Takaful Malaysia Berhad services. The totals of 100 respondents are chosen to determine customer perception towards the five SERVQUAL dimension. Respondents are customer and potential customer who come to Takaful Malaysia Berhad Langkawi Branch during the time of research doing. For the purpose of this study, a research survey was conducted structured questionnaires and distributes to 100 respondents. The questionnaires consist of 27 questions for customer, which can be classified into six sections. Section A consists of demographic profile of respondents, Section B represents of customer perception toward assurance dimension, followed by Section C represents of customer perception towards the staff empathy to customer. Section D and Section E respectively consists of customer perception for reliability and responsiveness dimension. In last section it focuses on the tangibles dimension.The Student Package for Social Science (SPSS) program (version 10.1) was used to analyze data. The methods such as frequency analysis, mean and one sample T-Test were chosen for analysis the data and findings. This study has developed five hypothesis bases on the five independent variables; they are assurance, empathy, reliability, responsiveness and tangibility. From the finding, the researcher can conclude that all five hypotheses are accepting the alternative hypothesis compare
with the null hypothesis.This study concluded that most of customers and potential customer who come to Takaful Malaysia Berhad Langkawi Branch have show their positive perception towards service provided by this takaful institution. But in order to compete with the others takaful company, this company must increase their service or give better performance to customer.

Metadata

Item Type: Student Project
Creators:
Creators
Email / ID Num.
Din, Nurulhaida
2001168034
Contributors:
Contribution
Name
Email / ID Num.
UNSPECIFIED
Shahul Hameed, Razali
UNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Total quality management. Benchmarking
H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Terengganu > Dungun Campus > Faculty of Business and Management
Programme: Bachelor of Business Administration (Hons) Marketing
Keywords: Customer Perception ; Service Quality ; Takaful Malaysia ; SERVQUAL Dimensions
Date: October 2004
URI: https://ir.uitm.edu.my/id/eprint/54497
Edit Item
Edit Item

Download

[thumbnail of 54497.pdf] Text
54497.pdf

Download (328kB)

Fulltext

Fulltext is available at:
  • Kaunter Perkhidmatan Maklumat | Perpustakaan Cendekiawan | Dungun

ID Number

54497

Indexing

|

Statistic

Statistic details