Mohd Rashid, Noraziah Anina (2005) Sistem Takaful Nasional di Malaysia: Suatu kajian dari sudut kepuasan pelanggan terhadap kualiti perkhidmatan. Project Report. Universiti Utara Malaysia, Sintok. (Unpublished)

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Abstract

In general, this study aims to identify the degree of customer satisfaction which influenced of services in Takaful Nasional Sdn. Berhad based on a few dimensions formulated. Other objectives in this study are making research about connection between customer satisfaction and service quality. Besides, this study also will determine the difference that may be occurred between customer satisfaction and service quality. 150 respondents from Takaful Nasional Sdn. Berhad in Terengganu were involved in this study. A set of questionnaire was use to collect the data. Meanwhile, this study had been analyzed by using statistics descriptive (frequency, percentage and average), T-test, one way variance (ANOVA) and Pearson correlation. The findings slow that there are a connection between customer satisfaction and service quality. All of the dimensions in this study such as tangibles, responsiveness, assurance and empathy are the important dimensions that need to be alert by takaful organization as to increase their service quality and customer satisfaction.

Item Type:	Monograph (Project Report)
Subjects:	H Social Sciences > HF Commerce
Divisions:	College of Business
Depositing User:	Mrs. Siti Syariza Mohamad Radzi
Date Deposited:	28 Aug 2013 08:13
Last Modified:	28 Aug 2013 08:13
URI:	https://repo.uum.edu.my/id/eprint/5883

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