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.
Highlights
Financial and insurance institutions worldwide are re-constructing their plan of actions to meet new challenges in order to remain strategic, competitive and profitable in the market [1] [2,3,4]
Further investigation on the mediating effect of customer satisfaction towards the relationship of service quality, customer loyalty and intention to switch will be discussed in this present research
The main aim of the present study is to build an integrated conceptual framework in examine the mediating effect of customer satisfaction using SERVQUAL model towards customer loyalty and intention to switch among finance and insurance consumers in highly populated area of Klang Valley, Malaysia (Department of Statistic Malaysia, 2015)
Summary
Financial and insurance institutions worldwide are re-constructing their plan of actions to meet new challenges in order to remain strategic, competitive and profitable in the market [1] [2,3,4]. In the highly competitive corporate environment, quality of services is of paramount important for customer satisfaction and customer loyalty [5]. The integrated framework on the mediating effect of customer satisfaction between the relationship of service quality, customer loyalty and intention to switch in Malaysia’s specific sector has not been discussed extensively before. Further investigation on the mediating effect of customer satisfaction towards the relationship of service quality, customer loyalty and intention to switch will be discussed in this present research. The main aim of the present study is to build an integrated conceptual framework in examine the mediating effect of customer satisfaction using SERVQUAL model towards customer loyalty and intention to switch among finance and insurance consumers in highly populated area of Klang Valley, Malaysia (Department of Statistic Malaysia, 2015). The conceptual study is expected to facilitate the practitioner in formulating new strategies and academician in contributing new idea to the body of literature
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