Effect of Perceived Service Quality on Customer Satisfaction Among Aviation Insurance Policy Holders in Maaysia

Maniraj, Mayan@Maian (2020) Effect of Perceived Service Quality on Customer Satisfaction Among Aviation Insurance Policy Holders in Maaysia. Doctoral thesis, Asia e University.

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Abstract

Service quality has become an important factor in the current competitiveness in the aviation insurance environment. This study is on the effects of perceived service quality on customer satisfaction among aviation insurance policy holders in Malaysia. The objective of this study is to identify and determine if aviation insurance policy holders are satisfied with the services provided by the aviation insurance service providers. The application of SERVQUAL model by Parasuraman, Zheitmal and Berry (1985) on the five dimensions, and that being tangibility, reliability, responsiveness, assurance and empathy which display issues pertaining to how the perceived service quality affects the customer satisfaction among the various aviation insurance policyholders. Sample size of 120 respondents are selected from scheduled, non-scheduled, airlines, air cargo operators, flying academy and flying clubs who are the policy holders. Quantitative data analysis is used in this study. The selected respondents were given questionnaires which consists of 35 closed questions on the Likert’s seven scale point. Data is analysed using Structural Equation Modelling (SEM). The findings show that the five service quality variables which encompass tangibility, reliability responsiveness, empathy and assurance, significantly affect customer satisfaction among aviation insurance policy holders in Malaysia. However, the mediating element which forms the claims, does not affect customer satisfaction. This study is significant to aviation insurance service providers which consists of brokers, aviation insurance & reinsurance companies’ adjustors & surveyors, regulators and rating agencies.

Item Type:	Thesis (Doctoral)
Uncontrolled Keywords:	Aviation insurance, SERVQUAL, Quantitative analysis, Likert’s Seven-point scale, Regulators and Rating agencies
Divisions:	School of Management
Depositing User:	Aida Rashidah Maajis
Date Deposited:	09 Nov 2020 03:10
Last Modified:	19 May 2021 08:27
URI:	http://ur.aeu.edu.my/id/eprint/809

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