Service Quality as Drivers of Customer Loyalty and Intention to Switch: Modeling the Mediating Effect of Customer Satisfation

Abstract

The following study examines relationship of service quality, customer satisfaction, customer loyalty and consumers’ intentions to switch among finance and insurances consumers in Klang Valley area. Although many researchers have studied of service quality, customer satisfaction, customer loyalty and intention to switch, limited studies explore customer satisfaction as mediating role in the model. The present study proposes SERVQUAL model as indicator to determine the customer satisfaction among finance and insurances consumer. Stratified random sampling technique will be employed in the present study. Data collected also will be analyzed using the Smart PLS (Partial Least Square) to answer the hypothesis. It is believed that the mediating role of customer satisfaction is a promising area to explore and the potential to provide significant benefit to the finance and insurance institution.

Consumer Acceptance of Renewable Energy in Peninsular Malaysia

“…Thus, radio, internet television, and magazines can spread information about RE to readily reach the target audience. Consumer satisfaction has become essential for businesses and organisations to improve product and service quality and preserve client loyalty in highly competitive organisations [70,71].…”

Kupasan Awal Mengenai Kepuasan Pelanggan Dan Kualiti Perkhidmatan Pengangkutan Rel Di Malaysia Dan Kaitannya Dengan Teori Edt

“…Kepuasan pelanggan dan kualiti perkhidmatan adalah bidang yang seringkali menjadi topik kajian. Namun, kebanyakan kajian telah memberikan fokus kepada industri perkhidmatan seperti perbankan (Nyarku et al, 2018), insurans (Zailin et al, 2018), dan perkhidmatan hotel dan pelancongan (Mohamed, 2019;Sandy & Ira, 2017;Joudeh & Dandis, 2018). Ada juga kajian berkaitan dengan industri pengangkutan, tetapi keutamaan telah diberikan kepada industri penerbangan (Belizzi et al, 2020).…”