Volume 2
- Number 2 (2009)
Volume 3
- Number 1 (2010)
- Number 2 (2010)
Volume 4
- Number 1 (2011)
- Number 2 (2011)
Volume 5
- Number 1 (2012)
- Number 2 (2012)
Volume 6
- 2013
Volume 7
Volume 8
- Number 1 (2015)
- Number 2 (2015)

CALL FOR PAPERS YEAR 2017

IMPORTANT DATES:
Submission Due Date: May 12, 2017
Notification to Authors: May 31, 2017
Journal Publication: July 15, 2017 onwards


EDITORIAL BOARD

Journal of Engineering & Technological Advances
Chief Editor:
Dr. Chia Chee Ming
Deputy Chief Editor:
Dr. Leelavathi Rajamanickam
Editors:
Prof. Omar Munir
Dr. Yap Pow Seng
Pn. Salmaliza Salleh
Mr. Chen Woon Choong
Ms. Kate Lam Woon Yee
 
Asia Pacific Journal of Health Sciences Research
Chief Editor:
Dr Neeraj Malhotra
Deputy Chief Editor:
Prof. Dr. Jamaludin Zainol
Editors:
Datuk Dr Khairiyah Abd Muttalib
Prof. Dr Nyan HL
Assoc. Prof. Tey Kim Kuan
Assoc. Prof. Ong Bee Leng
 
Asia Pacific Journal of Business, Humanities & Education
Chief Editor:
Dr. Mahiswaran Selvanathan
Deputy Chief Editor:
Assoc. Prof. Dr. Stanley Yap
Editors:
Assoc. Prof. Dr. Firdaus Low Abdullah
Dr. Mahadevan Supramaniam
Dr. Chong Wei Ying
Dr. Ramachandran Ponnan
 
 
MEASURING SERVICE QUALITY IN THE TAKAFUL INDUSTRY
Author : Farah Sahul Hamid
Formats available : Flipbook (English)
You have : FREE Access
 
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Abstract
Customers' loyalty seems to be the key objective for most of the service-oriented companies, in the long run. The customers' perception on the quality of service provided by these companies plays an essential role in determining their behaviour towards the service provided. This article discusses the usage of the SERVQUAL model, which is commonly used to help service providers measure the level of their service quality; and thus give them insights on how to improve and provide a better service in the future. The SERVQUAL presents service quality as the difference between customer's expectations for a service offering and customer's perceptions of the service received, requiring them to answer a few questions about both their expectations and perceptions, based on the five gaps that seems to be the main cause for unsuccessful service deliveries.
 
Authors(s) Affiliations
SEGi College Penang, Penang, Malaysia