A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad

Much attention has been focused on how to enhance service quality in order to meet customer expectations and demand. However, relatively limited studies focus on the relationship between organizational culture and service quality in insurance industry in Malaysia. The purpose of this study is to ex...

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Bibliographic Details
Main Author: Felly Dalilina, Nurulhuda
Format: Thesis
Language:English
English
Published: 2011
Subjects:
HF5001-6182 Business
Online Access:https://etd.uum.edu.my/3096/1/FELLY_DALILINA_NURULHUDA.pdf
https://etd.uum.edu.my/3096/2/1.FELLY_DALILINA_NURULHUDA.pdf
https://etd.uum.edu.my/3096/
Abstract Abstract here
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author Felly Dalilina, Nurulhuda
author_facet Felly Dalilina, Nurulhuda
author_sort Felly Dalilina, Nurulhuda
description Much attention has been focused on how to enhance service quality in order to meet customer expectations and demand. However, relatively limited studies focus on the relationship between organizational culture and service quality in insurance industry in Malaysia. The purpose of this study is to examine the relationship between organizational culture and service quality. Data were collected from 120 Customer Service employees in Great Eastern Life Assurance (M) Bhd and gathered through questionnaire. The result was being analyzed by using Statistical Package for Social Science (SPSS)version 19.Based on the data analysis,independent variables such as involvement,adaptability,strategic direction,and empowerment have positive correlations with service assurance,service reliability,and service equipment. Recommendations and implications for future research and practices were also discussed.
format Thesis
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language English
English
publishDate 2011
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spelling oai:etd.uum.edu.my:30962016-04-18T07:24:24Z https://etd.uum.edu.my/3096/ A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad Felly Dalilina, Nurulhuda HF5001-6182 Business Much attention has been focused on how to enhance service quality in order to meet customer expectations and demand. However, relatively limited studies focus on the relationship between organizational culture and service quality in insurance industry in Malaysia. The purpose of this study is to examine the relationship between organizational culture and service quality. Data were collected from 120 Customer Service employees in Great Eastern Life Assurance (M) Bhd and gathered through questionnaire. The result was being analyzed by using Statistical Package for Social Science (SPSS)version 19.Based on the data analysis,independent variables such as involvement,adaptability,strategic direction,and empowerment have positive correlations with service assurance,service reliability,and service equipment. Recommendations and implications for future research and practices were also discussed. 2011-12 Thesis NonPeerReviewed application/pdf en https://etd.uum.edu.my/3096/1/FELLY_DALILINA_NURULHUDA.pdf application/pdf en https://etd.uum.edu.my/3096/2/1.FELLY_DALILINA_NURULHUDA.pdf Felly Dalilina, Nurulhuda (2011) A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad. Masters thesis, Universiti Utara Malaysia.
spellingShingle HF5001-6182 Business
Felly Dalilina, Nurulhuda
A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad
thesis_level Master
title A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad
title_full A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad
title_fullStr A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad
title_full_unstemmed A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad
title_short A Study on the Relationship Between Organizational Culture and Service Quality at Great Eastern Life Assurance (M) Berhad
title_sort study on the relationship between organizational culture and service quality at great eastern life assurance m berhad
topic HF5001-6182 Business
url https://etd.uum.edu.my/3096/1/FELLY_DALILINA_NURULHUDA.pdf
https://etd.uum.edu.my/3096/2/1.FELLY_DALILINA_NURULHUDA.pdf
https://etd.uum.edu.my/3096/
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