Factors Affecting Customer Satisfaction in theBank Rakyat Insurance Claim  Department

Muhammad Hidzir Bin Ishak

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Type :	Thesis
Subject :	Business, Marketing Management
Main Author :	Muhammad Hidzir Bin Ishak
Title :	Factors Affecting Customer Satisfaction in theBank Rakyat Insurance Claim Department
Content Type :	still image (rdacontent)
Media Type :	computer (rdamedia)
Carrier Type :	online resource (rdacarrier)

Place of Production :	Kuala Lumpur
Publisher :	Tun Razak Graduate School
Year of Publication :	October 2024
Physical Description :	ill, 69 pages
Notes :	Research Project Submitted in Partial Fulfilment of the Requirements\r\nFor the Degree of Master in Management\r\nUniversiti Tun Abdul Razak
Corporate Name :	UNIRAZAK Library
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Abstract : UNIRAZAK Library

This study investigated the factors influencing customer satisfaction with Bank Rakyat's claim settlement process. A quantitative research design was employed, utilizing online surveys to collect data from a sample of 100 Takaful holders. The study explored the relationship between pre-claim expectations, perceived service quality, and customer satisfaction. The findings revealed that perceived service quality is a significant predictor of customer satisfaction, while pre-claim expectations have a limited direct impact. Factors such as efficiency, communication, expertise, and fairness of the claim settlement process were identified as key determinants of perceived service quality. By understanding the factors influencing customer satisfaction, Bank Rakyat can implement strategies to enhance the claim settlement process, improve customer loyalty, and strengthen its position in the insurance market. Future research could explore additional factors, such as cultural differences and technological advancements, that may impact customer satisfaction in the insurance industry.

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