Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products

Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products

The purpose of this paper was to identify the key SERVQUAL factors for consumer purchase intention in the context of life insurance products in Malaysia. The study was performed based on primary data using a self-administered questionnaire from the Klang valley region of Malaysia. Using a cross-sect...

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Bibliographic Details
Main Authors: Panigrahi, Shrikant, Noor Azlinna, Azizan, M., Waris
Format: Article
Language:English
Published: Informatics Publishing Limited 2018
Subjects:
HG Finance
Online Access:http://umpir.ump.edu.my/id/eprint/20492/
http://umpir.ump.edu.my/id/eprint/20492/
http://umpir.ump.edu.my/id/eprint/20492/
http://umpir.ump.edu.my/id/eprint/20492/1/fim-2018-Shrikant-Investigating%20the%20Empirical%20Relationship%20Between%20Service1.pdf
id ump-20492
recordtype eprints
spelling ump-204922019-01-03T04:32:06Z http://umpir.ump.edu.my/id/eprint/20492/ Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products Panigrahi, Shrikant Noor Azlinna, Azizan M., Waris HG Finance The purpose of this paper was to identify the key SERVQUAL factors for consumer purchase intention in the context of life insurance products in Malaysia. The study was performed based on primary data using a self-administered questionnaire from the Klang valley region of Malaysia. Using a cross-sectional study, a total of 215 usable responses were collected using convenience sampling technique. To measure customer satisfaction, trust, and purchase intention, seven key SERVQUAL factors were utilized, that is, tangibility, reliability, responsiveness, assurance, empathy, helpfulness, and problem solving. Data were analyzed using a 5-point Likert scale. Descriptive statistics & exploratory and confirmatory factor analysis were employed. The findings revealed that customer satisfaction and trust together with SERVQUAL factors lead to purchase intention. Conversely, this paper also found that life insurance agents with problem-solving skills and helpfulness will lead to an increase in customers' intention to purchase life insurance products. From the validation of the framework, it is obvious to make sure that all the quality functions must be in accordance with increasing competitive advantage along with the organizational objectives. Informatics Publishing Limited 2018 Article PeerReviewed pdf en http://umpir.ump.edu.my/id/eprint/20492/1/fim-2018-Shrikant-Investigating%20the%20Empirical%20Relationship%20Between%20Service1.pdf Panigrahi, Shrikant and Noor Azlinna, Azizan and M., Waris (2018) Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products. Indian Journal of Marketing, 48 (1). pp. 28-46. ISSN 0973-8703 http://dx.doi.org/10.17010/ijom%2F2018%2Fv48%2Fi1%2F120734 DOI: 10.17010/ijom/2018/v48/i1/120734
repository_type Digital Repository
institution_category Local University
institution Universiti Malaysia Pahang
building UMP Institutional Repository
collection Online Access
language English
topic HG Finance
spellingShingle HG Finance
Panigrahi, Shrikant
Noor Azlinna, Azizan
M., Waris
Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products
description The purpose of this paper was to identify the key SERVQUAL factors for consumer purchase intention in the context of life insurance products in Malaysia. The study was performed based on primary data using a self-administered questionnaire from the Klang valley region of Malaysia. Using a cross-sectional study, a total of 215 usable responses were collected using convenience sampling technique. To measure customer satisfaction, trust, and purchase intention, seven key SERVQUAL factors were utilized, that is, tangibility, reliability, responsiveness, assurance, empathy, helpfulness, and problem solving. Data were analyzed using a 5-point Likert scale. Descriptive statistics & exploratory and confirmatory factor analysis were employed. The findings revealed that customer satisfaction and trust together with SERVQUAL factors lead to purchase intention. Conversely, this paper also found that life insurance agents with problem-solving skills and helpfulness will lead to an increase in customers' intention to purchase life insurance products. From the validation of the framework, it is obvious to make sure that all the quality functions must be in accordance with increasing competitive advantage along with the organizational objectives.
format Article
author Panigrahi, Shrikant
Noor Azlinna, Azizan
M., Waris
author_facet Panigrahi, Shrikant
Noor Azlinna, Azizan
M., Waris
author_sort Panigrahi, Shrikant
title Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products
title_short Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products
title_full Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products
title_fullStr Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products
title_full_unstemmed Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products
title_sort investigating the empirical relationship between service quality, trust, satisfaction, and intention of customers purchasing life insurance products
publisher Informatics Publishing Limited
publishDate 2018
url http://umpir.ump.edu.my/id/eprint/20492/
http://umpir.ump.edu.my/id/eprint/20492/
http://umpir.ump.edu.my/id/eprint/20492/
http://umpir.ump.edu.my/id/eprint/20492/1/fim-2018-Shrikant-Investigating%20the%20Empirical%20Relationship%20Between%20Service1.pdf
first_indexed 2023-09-18T22:29:34Z
last_indexed 2023-09-18T22:29:34Z
_version_ 1777416195222274048

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