The influences of service quality dimension towards customer satisfaction at Takaful Company in Malacca / Norhayu Mohd Razali

The title of this research is “The Influences of Service Quality Dimension towards Customer Satisfaction at Takaful Company in Malacca”. The first purpose of this research is to examine the level of service quality that influences customer satisfaction at Takaful Company in Malacca. The study was guided by three factors which are reliability, responsiveness and empathy from the SERQUAL. The study used a descriptive survey design. The study employed descriptive analysis technique on both primary and secondary data. To collect primary data, asset of questionnaire was administered to the customers that are selected from the majorTakaful Company in Malacca. The target population of study was the customer in the agencies of Takaful Company. The sample population for the study consisted of 63respondents selected from the target population of respondents using convenient sampling. In order to completing this research, the hypothesis was been constructed and focused on the objective to determine whether there has significant relationship between those independent variables with customer satisfaction. The reliability test, frequency analysis, descriptive testing and Pearson’s Correlation coefficient testing was used for data analysis. From correlation testing, the results shown that two of the independent variables have a moderate relationship between customer satisfactions. For hypothesis, there are shown that two of the hypotheses which is reliability and responsiveness are supported.