文献信息
文献标题：Investigating the Link between Service Quality and Customer-Bad Performance of Social Insurance Industry: Malaysian Perspective（透视马来西亚的社会保险的服务质量和以客户为本的绩效之间的关系研究）
申请美国大学最新美剧推荐文献作者：DKS Rajan，FSA Aziz，NA Manab
文献出处：《International Academic Rearch Journal of Social Science 》,2018,4(1):12-18
字数统计：英文3214单词，18876字符；中文5415汉字
外文文献
Investigating the Link between Service Quality and Customer-Bad Performance of Social Insurance Industry:
Malaysian Perspective
Abstract Social insurance is playing a crucial role to deliver financial rvices towards the customers. H
ence, rvice quality is the keys to sustain a good performance of social insurance industry towards its customers. In Malaysia, Social Security Organization (SOCSO) is posssing the function of social insurance. This study adopts the rvice quality dimensions propod by Parasuraman et al., (1988) that consist of tangibles, reliability, responsiveness, assurance and empathy. Surprisingly, little rearch has been done to address the importance of rvice quality dimensions on the customer-bad performance of social insurance industry. Thus, the main purpo of the study is to investigate the appropriateness and the importance of rvice quality dimensions on the customer-bad performance of social insurance industry in Malaysia. This conceptual paper therefore, contributes to the knowledge ba of rvice quality dimensions by systematically investigating the importance of rvice quality dimensions on the customer- bad performance of organization across
various industries and link towards the performance of SOCSO.
Keywords: Service Quality, Social Insurance, Social Security Organisation, Customer-Bad Performance
INTRODUCTION
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Insurance is a part of the financial rvice industries and plays an important role in delivering best performance to the customer (Witkowska, 2012). Basically, insurance industry consists of economic and social insurance (Levy & Schady, 2013). In general form, social curity insurance includes: retirement, disability, sickness and accident (Levy & Schady, 2013). However, business insurance can be divided into property and casualty (Saad, 2015). Social curity ensures the social minimum for people who: have reached retirement age, have had an accident or become sick (Levy & Schady, 2013). The objective is to protect economic curity of property, and life and health of the insured. In Malaysia, Social Security Organisation (SOCSO) found to be the legal and mandatory organization that possd the role of social insurance (Caraher, 2003). It is important for the institutions offering insurance coverage to take care of the quality of the performance to produce satisfied customer. And so the strategy of customer orientation in the insurance rvice ems to be the right cour of action (Witkowska & Lakstutiene, 2014).
In Malaysia, SOCSO got many complaints from the customers in relation with the overall performance of the SOCSO towards the customer (The Star Online, 2009). The studies on complaint resolution found to be the best cour of action to improve the performance of any organization (Pandey, 2015). In customer oriented environment, examining rvice quality is considered an esn
tial strategy to improve organizational performance. A thorough review of quality management programs revealed that the ability of rvice providers to properly implement rvice quality in executing jobs may have a significant impact on individual attitude and behavior that will reflect the performance of organization towards its customers (Osman & Sentosa, 2013; Raza, Siddiquei, Awan & Francis, 2012; Ouyang & Xie, 2010; Ismail, Abdullah & Francis, 2009a). In a quality management perspective, rvice quality is often en
as a result of customer satisfaction that play an important role on defining the quality of organizational performance (Osman & Sentosa, 2013; Raza et al., 2012; Ouyang & Xie, 2010; Parasuraman, Zeithaml & Berry, 1988). Within the workplace rvice quality program, many scholars view that tangibility, responsiveness, reliability, empathy, assurance, and organizational performance, though different, were strongly interrelated constructs. For example, if rvice provided by an organization did meet a customer’s needs and expectations, it shows improved quality of organizational performance (Osman & Sentosa, 2013; Raza et al., 2012; Walker, Johnson & Leonard, 2006).
In local context, rvice quality found to be an important determinant to evaluate the performance of an organization that deliver financial rvices to its customers (Arokiasamy & Tat, 2014; Akbar & Par
vez, 2009). Even though the nature of the relationship was significant, little was known about the role of rvice quality as an important predicting factor in the literature of organizational performance (Osman & Sentosa, 2013; Raza et al., 2012). Scant of studies have been done to link the role of rvice quality on evaluating customer-bad performance of SOCSO. Therefore, this study looking at this niche gment which was not previously studied from Malaysian perspective (Ismail, Ahmad, Ro, Abdullah, Rahman & Francis, 2013). Thus, it motivated the rearchers to further explore the link between rvice quality and customer-bad performance of SOCSO.
英文句子在线翻译LITERATURE REVIEW
The literature review will discuss on the link between rvice quality and customer-bad performance of social insurance industry from Malaysian perspective, the appropriateness and the importance of rvice quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) on the customer-bad performance of SOCSO. Recent literatures have been referred to link the rvice quality dimensions and customer-bad performance.
Service Quality and customer-bad performance of Social Insurance Industry
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The general objective of social insurance industry is to protect social curity life and health of the in
sured. Institutions offering insurance coverage should take care the rvice quality and deliver quality customer rvice (Karto & Peng, 1986). And so the strategy of customer oriented rvice quality ems to be the right cour of action (Witkowska & Lakstutiene, 2014).
The social insurance rvice is a product in the format of a written legal contract coupled with veral related rvices. The rvices provided are in the form of activities (intangible/tangible) that one party provides the other, and such rvices do not lead to the ownership of anything. Insurance rvice is unique and stands out among other rvices owing to its complexity and future conditional rvices that entail considerable legal features (Khondar & Rahman, 1993). The insurance firms should identify approaches to make their rvice more tangible, and to develop a standardized quality in the face of delivering rvices towards its customers. During and following the issuance of the insurance document, rvices such as informing, educating, and motivating, make the rvice quality unique (Saad, 2015). Customer-bad performance known as fulfillment of customers’ expectations and perceptions (Parasuraman, Berry & Zeithaml, 1991). Customer-bad performance deems to be an important focus of every industry that dealing with its customers. As such, social insurance industry requires to focus on its performance towards its customers by emphasizing a good rvice quality.
In Malaysia, SOCSO ems to be the mandatory organization that requires to conduct the functions of social insurance towards the insured. Conquently, rvice quality ems to be an important strategy on Social Security Organization (SOCSO), Malaysia (Rohaizat, Hassan & Davis, 2012). Many steps have been taken by SOCSO to improve rvice quality such as speed up claims by introducing the e-electronic rvice including using the short message system (SMS) and facsimile (fax) in the claiming of disablement benefit for employees involved in accident during work (Berita Harian, 2003). With the e-electronic rvices, employees are able to check their application status of their claim within minutes compared to a week by using letters, previously. This will indirectly improve the quality and efficiency of the
SOCSO’s rvices while utilizing advanced technology. Furthermore, SOCSO has introduced the ‘PERKESO Prihatin’ that ensures payment in three working days for temporary disablement benefit provided that the employees showed the original documents, complete all the necessary documents and applies for accidents (Rooshida, 2010). Therefore, the employee or his or her family must be fully compensated as quickly as possible; not only for the injuries themlves, but also for the effects they have had on him or her emotionally, intellectually and financially (Merican, 2010).
Therefore, the social insurance industry, especially in Malaysia, needs to utilize rvice quality in ord
er to improve performance of the industry to meet customers’ complex expectations (Jamil & Wei, 2015). Indeed, the firm needs to match their current rvices with other rvices being offered in the global and local markets (Saad, 2015). However, to deliver a quality rvice, a number of measuring techniques (rvice quality dimensions) have emerged in previous studies that are related to the rvice quality concept (Saad, 2015). Service quality dimensions refer to the psychological dimensions that form the basis of a customer’s perceived quality of a rvice. While numerous marketing rearchers have attempted to define the specific dimensions of rvice quality, Parasuraman, Zeithaml and Berry (1985) introduced that five specific dimensions of rvice quality exist and apply regardless of the rvice industry: tangible, reliability, responsiveness, assurance, and empathy.
The stated dimensions of rvice quality have been adopted in many scholarly articles. However, very little discussion has been published to conclude the importance of rvice quality dimensions on social insurance industry. Thus, previous studies focud on rvice quality dimensions across various industries have been reviewed to link the appropriateness and importance of rvice quality dimensions on customer-bad performance of social insurance industry, likely in Malaysian context.
Tangible
In insurance industry, the aspects of tangibility is given great importance, which in general referred to as physical aspects, while the organization dealing with its customers. Basically, tangibles relates with physical facilities which compris environment and capacities of the organization, and they also importantly include the
notificationsfriendliness and the ways of employee interaction with their customers (Raza, Siddiquei, Awan, & Bukhari, 2012). In addition, Parasuraman et al. (1988) stated that the physical environments of an organization are part of tangibles dimension which might cover veral types of facilities, materials and equipment for the purpo of communication with the customers. The physical amenities and staff appearance result in the largest incongruity between expectation and perception (Urban, 2010). It is unanimously agreed by the scholars that the physical environment must be supportive and convenient for the customers to have a favorable perception of rvice quality (Tuan & Mateo-Babiano, 2013).
One recent rearch conducted in Malaysia has stated that tangible is crucial to create a good perception of rvice quality on automotive insurance industry (Arokiasamy & Tat, 2014). The coverage of automotive insurance industry may differ from social insurance industry. However, the core function of both insurance industries specified on delivering welfare-economic benefits to the cuuncle sam
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stomer involved in accidents. Thus, tangible is appropriate and important to evaluate the performance of social insurance industry. On the other hand, previous studies focud on tangible and performance evaluation revealed that tangible is important in evaluating banking industries performance as well (Akhtar, Hunjra, Akbar, Ur-Rehman & Niazi, 2011; Sureshchandar, Rajendran & Anantharaman, 2001). Besides, tangibles also find to be an important indicator for the evaluation of telecommunication industry, soldiers’ management and health industry (Akbar & Parvez, 2009; Arsanam & yousapronpaiboon, 2014). Therefore, it can be generalized that tangible is an important dimension of rvice quality to examine the performance of various industries that deal with its customers. Thus, it is appropriate to adapt tangible to measure the performance of social insurance industry as social insurance industry also involves in dealing with its customers.
Reliability
长沙艺术培训118是什么意思In insurance industry, reliability known as the precision and timeliness of rvice, employees’ responsibility on fulfilling the promis made to the customers and the ways of handling customer issues (He & Li, 2011). Reliability has very high
