Ismail, Kamisah and Tin, J.W.C. and Chan, J.P.M. (2021) The mediating role of customer satisfaction in the relationship between service quality and customer loyalty. Management and Accounting Review, 20 (3). pp. 187-210. ISSN 26007975,
Full text not available from this repository.Abstract
The purpose of this paper is to examine the relationships between service quality, customer satisfaction and customer loyalty in the context of the life insurance business. The Theory of Planned Behaviour was used in constructing the framework which measured service quality. The questionnaire survey method was used to obtain data related to the perception of life insurance policy holders towards their current insurance company. The analysis of 150 life insurance policy holders using multiple regression and SOBEL test showed that customer satisfaction plays a mediating role in the relationship between service quality and customer loyalty. In other words, the effect of mediation is present where service quality gives a positive impact on customer satisfaction, which subsequently gives a positive impact on customer loyalty. Further analysis also revealed that among the five dimensions in the SERVQUAL model, reliability played the most important role in determining customer satisfaction and customer loyalty. The outcome drawn from the current study offers insights for the insurance industry to focus on the dimensions that play a significant role in retaining and capturing more loyal customers. This will assist businesses in gaining profitability and sustainability. © 2021, Universiti Teknologi Mara. All rights reserved.
| Item Type: | Article |
|---|---|
| Funders: | UNSPECIFIED |
| Uncontrolled Keywords: | Customer Loyalty; Customer Satisfaction; Service Quality |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory > Business cycles. Economic fluctuations H Social Sciences > HB Economic Theory > Consumption. Demand |
| Divisions: | Faculty of Business and Economics Faculty of Business and Economics > Department of Accounting |
| Depositing User: | Ms Zaharah Ramly |
| Date Deposited: | 28 Nov 2023 04:27 |
| Last Modified: | 29 Nov 2023 04:22 |
| URI: | http://eprints.um.edu.my/id/eprint/35981 |
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