The study of the influence of service quality, service fairness and trust on customer loyalty in the Malaysian motor insurance industry
The objective of this study was to examine the influence of service quality and service fairness on customer loyalty in the Malaysian motor insurance industry. Further, it also aimed to examine how the above relationships mediated by trust. The quantitative research was conducted based on 399 comple...
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| Format: | Article |
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Inderscience Publishers
2023
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| _version_ | 1817927575966580736 |
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| author | Hashim, Haslinda Abdul Aziz, Yuhanis Hamid, Abu Bakar Abdul Kwong, Chee Kueng |
| author_facet | Hashim, Haslinda Abdul Aziz, Yuhanis Hamid, Abu Bakar Abdul Kwong, Chee Kueng |
| author_sort | Hashim, Haslinda |
| collection | UPM |
| description | The objective of this study was to examine the influence of service quality and service fairness on customer loyalty in the Malaysian motor insurance industry. Further, it also aimed to examine how the above relationships mediated by trust. The quantitative research was conducted based on 399 completed survey questionnaires collected on convenience sampling basis within Klang Valley, Malaysia. The analysis of the study primarily based on partial least square-structural equation modelling (PLS-SEM) approach using the Smart PLS 3.0 software. The result indicated that both service quality, service fairness and trust had a significant positive influence on customer loyalty with trust appeared to be a significant mediation variable which partially mediates the relationship between the constructs understudied. This study observed that service fairness which mediated by the trust had a more substantial impact on the determination of customer loyalty for motor insurance relationship exchange as compared to service quality. |
| first_indexed | 2024-12-09T02:20:38Z |
| format | Article |
| id | upm.eprints-108705 |
| institution | Universiti Putra Malaysia |
| last_indexed | 2024-12-09T02:20:38Z |
| publishDate | 2023 |
| publisher | Inderscience Publishers |
| record_format | dspace |
| spelling | upm.eprints-1087052024-09-26T08:34:26Z http://psasir.upm.edu.my/id/eprint/108705/ The study of the influence of service quality, service fairness and trust on customer loyalty in the Malaysian motor insurance industry Hashim, Haslinda Abdul Aziz, Yuhanis Hamid, Abu Bakar Abdul Kwong, Chee Kueng The objective of this study was to examine the influence of service quality and service fairness on customer loyalty in the Malaysian motor insurance industry. Further, it also aimed to examine how the above relationships mediated by trust. The quantitative research was conducted based on 399 completed survey questionnaires collected on convenience sampling basis within Klang Valley, Malaysia. The analysis of the study primarily based on partial least square-structural equation modelling (PLS-SEM) approach using the Smart PLS 3.0 software. The result indicated that both service quality, service fairness and trust had a significant positive influence on customer loyalty with trust appeared to be a significant mediation variable which partially mediates the relationship between the constructs understudied. This study observed that service fairness which mediated by the trust had a more substantial impact on the determination of customer loyalty for motor insurance relationship exchange as compared to service quality. Inderscience Publishers 2023 Article PeerReviewed Hashim, Haslinda and Abdul Aziz, Yuhanis and Hamid, Abu Bakar Abdul and Kwong, Chee Kueng (2023) The study of the influence of service quality, service fairness and trust on customer loyalty in the Malaysian motor insurance industry. International Journal of Business Excellence, 30 (1). pp. 17-52. ISSN 1756-0047; ESSN: 1756-0055 https://www.inderscience.com/offer.php?id=130803 10.1504/ijbex.2023.10055967 |
| spellingShingle | Hashim, Haslinda Abdul Aziz, Yuhanis Hamid, Abu Bakar Abdul Kwong, Chee Kueng The study of the influence of service quality, service fairness and trust on customer loyalty in the Malaysian motor insurance industry |
| title | The study of the influence of service quality, service fairness and trust on customer loyalty in the Malaysian motor insurance industry |
| title_full | The study of the influence of service quality, service fairness and trust on customer loyalty in the Malaysian motor insurance industry |
| title_fullStr | The study of the influence of service quality, service fairness and trust on customer loyalty in the Malaysian motor insurance industry |
| title_full_unstemmed | The study of the influence of service quality, service fairness and trust on customer loyalty in the Malaysian motor insurance industry |
| title_short | The study of the influence of service quality, service fairness and trust on customer loyalty in the Malaysian motor insurance industry |
| title_sort | study of the influence of service quality service fairness and trust on customer loyalty in the malaysian motor insurance industry |
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