%0 Journal Article
%@ 1990-9233
%A Anantha Raj A. Arokiasamy, 
%A Huam , Hon Tat
%A Open University Malaysia,
%D 2014
%F library_repository:943
%I IDOSI Publications,
%J Middle-East Journal of Scientific Research
%K Service quality Customer satisfaction Automotive industry Insurance
%N 9
%P 1023-1030
%T Assessing the Relationship Between Service Quality and Customer  Satisfaction in the Malaysian Automotive Insurance Industry
%U https://library.oum.edu.my/repository/943/
%V 20
%X Globalization and open market system have created the complex competitive environment not only  for the manufacturing sector but also for the service sector. The necessity to own a car coupled with affordable  prices across the globe due to innovative production cost in the automotive industry has surged in the last two  decades. Every car owner is legally bound to have car insurance, be it in the developed countries or developing  countries. By servicing their customer base with superior and professional service, many insurance companies  are able to reap a huge profit. Satisfying their customer is essential in every service industry and since these  issue plays a critical role for the insurance companies, assessing the relationship between service quality and  customer satisfaction can help managers to meet the needs’ of customer better by providing superior service.  The main aim of this study is to assess the relationship between service quality and customer satisfaction in  the Malaysian Automotive Insurance industry. A total of 650 online structured questionnaires were mailed to  respondents from five car insurance directories and 380 respondents replied to the questionnaire. Data collected  were analyzed using Pearson Correlation and Multiple Regression Analysis. The results indicate that good  relationship exists between service quality dimensions (reliability, empathy, assurance, responsiveness and  tangibility) and customer satisfaction. This study could benefit other financial service companies to gauge and  enhance their customer satisfaction level with improved service performance. (Abstract by authors)