(Luận văn) relationship between service quality and customer satisfaction in life insurance services in viet nam

MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY - oOo - t to ng hi ep n w lo ad y th ju LÊ THỊ BÍCH ĐÀO yi pl n ua al n va ll fu RELATIONSHIP BETWEEN oi m SERVICE QUALITY AND CUSTOMER SATISFACTION nh at IN LIFE INSURANCE SERVICES IN VIET NAM z z j ht vb m k MASTER OF BUSINESS ADMINISTRATION gm m co l an Lu n va y te re Ho Chi Minh City – 2012 MINISTRY OF EDUCATION AND TRAINING ACKNOWLEDGEMENT UNIVERSITY OF ECONOMICS HOCHIMINH CITY - oOo - t to I would like to express my deepest gratitude to my research supervisor, Professor ng hi Pham Quoc Hung for his intensive support, valuable suggestions, guidance and ep encouragement during the course of my study w n I would like to express my sincere gratitude to all of my teachers at Faculty of lo ad Business Administration and Postgraduate Faculty, University of Econimics y th Hochiminh City for their teaching and guidance during my MBA course ju LÊ THỊ BÍCH ĐÀO yi My sincere thanks is extended to Professor Nguyen Dinh Tho, Dr Tran Ha Minh pl Quan, Dr Nguyen Thi Nguyet Que, Dr Nguyen Thi Mai Trang, Dr Nguyen Van al n ua Ngai for their valuable time as members of examination committee Their n va comments and suggestions were of great value for my study ll fu I would also like to avail this opportunity to BETWEEN express my appreciation to Professor RELATIONSHIP oi m SERVICE QUALITY AND CUSTOMER SATISFACTION English and Dr Tran Ha Minh Quan for his support during the course Nguyen Dong Phong, UEH Board of Directors for creating MBA program in nh at IN LIFE INSURANCE SERVICES IN VIET NAM z I would like to specially express my thanks to all of my classmates, my friends, and z j ht vb my colleagues for their support and encouragement m k I sincerely thank the management and staff of AIA Insurance, Prudential, Bao Viet, MAJOR: BUSINESS ADMINISTRATION Dai-ichi life, Manulife, and ACE Life insurance for contributing to this study MAJOR CODE: 60.34.05 gm l m co Last but not least I must express my gratitude to my beloved parents, my husband encourage and support me during these years of study MASTER THESIS an Lu Nguyen Ngoc Minh and daughter Minh Anh who have always sacrificed to n va te re Ho Chi Minh City – 2012 y SUPERVISOR : PROFESSOR PHẠM QUỐC HÙNG ACKNOWLEDGEMENT t to ng I would like to express my deepest gratitude to my research supervisor, Professor hi Pham Quoc Hung for his intensive support, valuable suggestions, guidance and ep encouragement during the course of my study w n I would like to express my sincere gratitude to all of my teachers at Faculty of lo ad Business Administration and Postgraduate Faculty, University of Econimics ju y th Hochiminh City for their teaching and guidance during my MBA course yi My sincere thanks is extended to Professor Nguyen Dinh Tho, Dr Tran Ha Minh pl al Quan, Dr Nguyen Thi Nguyet Que, Dr Nguyen Thi Mai Trang, Dr Nguyen Van n ua Ngai for their valuable time as member of examination committee Their comments n va and suggestions were of great value for my study fu ll I would also like to avail this opportunity to express my appreciation to Professor oi m Nguyen Dong Phong, UEH Board of Directors for creating MBA program in at nh English and Dr Tran Ha Minh Quan for his support during the course z z I would like to specially express my thanks to all of my classmates, my friends, and j ht vb my colleagues for their support and encouragement m k I sincerely thank the management and staff of AIA Insurance, Prudential, Bao Viet, gm Dai-ichi life, Manulife, and ACE Life insurance for contributing to this study l m co Last but not least I must express my gratitude to my beloved parents, my husband encourage and support me during these years of study an Lu Nguyen Ngoc Minh and daughter Minh Anh who have always sacrificed to n va y te re i t to ABSTRACT ng hi ep The present study investigated the subject of service quality and its relationship to w n customer satisfaction in the context of life insurance industry service A study of lo ad 238 respondents from six leading life insurance in Viet Nam was conducted in Ho y th Chi Minh City This research, using confirmatory factor analyses, proposes a six ju yi dimensional service-quality instrument consisting of assurance, personalized pl financial planning, competence, corporate image, tangibles and technology in life al n ua insurance A paired “t” test and the cross-tabulation procedure were also carried out n va in this study to examine the relationship between service quality and customer ll fu satisfaction The result from this paper confirmed that the two constructs are at nh to an increase in another oi m distinct, but are highly correlated, implying that an increase in one is likely to lead z z vb j ht Keywords: Service quality, customer satisfaction, confirmatory factor analysis, k m measurement, life insurance services gm m co l an Lu n va y te re ii TABLE OF CONTENTS t to ng hi ep ACKNOWLEDGEMENT i ABSTRACT ii TABLE OF CONTENTS iii LIST OF FIGURES iv LIST OF TABLES vi CHAPTER 1: INTRODUCTION 1.1 BACKGROUND 1.2 RESEARCH PROBLEMS 1.3 RESEARCH OBJECTIVES 1.4 RESEARCH METHODOLOGY AND SCOPE 1.5 STRUCTURE OF THE STUDY CHAPTER 2: LITERATURE REVIEW 10 2.1 INTRODUCTION 10 2.2 SERVICE QUALITY 10 2.3 CUSTOMER SATISFACTION 13 2.4 THE LINK BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION .14 2.5 LIFE INSURANCE IN VIET NAM 16 2.6 HYPOTHESIS AND EMPIRICAL MODEL 19 CHAPTER 3: METHODOLOGY 22 3.1 INTRODUCTION 22 3.2 RESEARCH DESIGN 22 3.3 VARIABLES MEASUREMENT 22 3.3.1 Scale to measure service quality 22 3.3.2 Scale to measure customer satisfaction 25 3.4 PILOT TEST 26 3.5 MAIN SURVEY 27 3.5.1 Brand selection 27 3.5.2 Sampling 27 3.5.3 Sample size 28 3.5.4 Survey method 28 3.5.5 Data analysis techniques 28 3.6 SUMMARY 29 CHAPTER 4: EMPIRICAL RESULTS OF THE RESEARCH 30 4.1 INTRODUCTION 30 4.2 CHARACTERISTICS OF RESEARCH SAMPLES 30 4.3 SCALES ASSESSMENT 33 4.3.1 RELIABILITY TESTING 33 4.3.2 CONFIRMATORY FACTOR ANALYSIS (CFA) 33 n w lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z j ht vb k m gm m co l an Lu n va y te re iii (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam t to ng hi ep 4.3.3 CUSTOMER SATISFACTION WITH SERVICE QUALITY CHAPTER 5: CONCLUSIONS, RECOMMENDATIONS AND LIMITATIONS 5.1 INTRODUCTION 5.2 CONCLUSIONS 5.3 RECOMMENDATIONS 5.4 LIMITATIONS REFERENCES APPENDIX APPENDIX APPENDIX APPENDIX n w lo ad 43 51 51 51 53 54 56 59 62 63 64 ju y th yi pl n ua al n va ll fu oi m at nh z z j ht vb k m gm m co l an Lu n va y te re iv (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam LIST OF FIGURES t to ng Figure 2.1: Research model 21 hi ep Figure 3.1: Research Process 23 Figure 4.1: Confirmatory factor analysis (CFA) – the initial model 36 w n Figure 4.2: CFA modified model 40 lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z j ht vb k m gm m co l an Lu n va y te re v (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam Service Quality and Customer Satisfaction Nguyễn Đình Thọ, Nguyễn Thị Mai Trang (2009) Nghiên Cứu Khoa Học Trong Quản Trị Kinh Doanh NXB Thống Kê t to Nguyễn Khánh Duy (2009) Bài giảng thực hành mơ hình cấu trúc tuyến tính (SEM) với phần mềm AMOS ng hi ep Neetu Bala (2011) Measuring Life Insurance Service Quality: An Empirical Assessment of SERVQUAL Instrument International Business Research Vol 4, No 4; October 2011 n w Oliver, R.L (1977) Effect of Expectation and Disconfirmation on Post-Exposure Product Evaluation: An Alternative Interpretation Journal of Applied Psychology, 62 (April):480-486 lo ad ju y th Oliver, R.L (1980) A cognitive model of the antecedents and consequences of satisfaction yi decisions Journal of Marketing Research, 17 (November):460-469 pl Oliver, R.L (1981) Measurement and evaluation of satisfaction process in retail settings Journal of Retailing, 57:25-48 ua al n Oliver, R.L (1993) A conceptual model of service quality and service satisfaction: compatible goals, different concepts In Swartz, T.A., Bowen, D.E and Brown, S.W (Eds.) Advances in Services Marketing and Management: Research and Practice, 2, JAI Press, Greenwich, CT n va ll fu oi m Oliver, R.L (1997) Satisfaction: A Behavioral Perspective on the Consumer McGraw Hill, New York nh at Oliver, R.L and DeSarbo, W (1988) Response determinants in satisfaction judgments Journal of Consumer Research, 14 (March):495-507 z z j ht vb Oliver, R L (1981) Measurement and evaluation of satisfaction process in retail settings Journal of Retailing, 57, 25-48 k m Parasuraman, A., Zeithaml, V.A and Berry, L.L (1988) SERVQUAL: A multipleitem scale for measuring consumer perceptions of service quality Journal of Retailing 64 (1): 12–40 gm l m co Parasuraman, A., Zeithaml, V.A and Berry, L.L (1985) A conceptual model of service quality and its implications for further research Journal of Marketing 48 (Fall): 41 – 50 an Lu y Page 57 te re Parasuraman, A., Zeithaml, V.A and Berry, L.L (1994) Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research Journal of Marketing 58 (1): 111 – 124 n Parasuraman, A., Zeithaml, V.A and Berry, L.L (1993) Research note: more on improving service quality measurement Journal of Retailing, Vol 69, No 1, pp 140-147 va Parasuraman, A., Zeithaml, V.A and Berry, L.L (1986) SERVQUAL: a multipleitem scale for measuring customer perceptions of service quality Report No 86108, Marketing Science Institute, Cambridge, MA (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam Service Quality and Customer Satisfaction Parasuraman, A., Zeithaml, V.A., & Berry, L.L (1991b) Refinement and reassessment of the SERVQUAL scale Journal of Retailing, 67 (4), pp 420-450 t to ng hi ep Parasuraman, A., Berry, L.L., & Zeithaml, V.A (1991a) Understanding, measuring and improving service quality findings from a multiphase research program in: S.W Brown, E Gummesson, B Edvardsson and B Gustavsson (Eds) Service Quality: Multidisciplinary and Multinational Perspectives (Lexington Books, NY) n w Paromita Goswami (2007) Customer Satisfaction with Service Quality in the Life Insurance Industry in India The Icfai Journal of Services Marketing, Vol V, No 1, 2007 lo ad ju y th Philip, G and Hazlett, S-A (1997) The measurement of service quality: a new PC-P attributes model International Journal of Quality & Reliability Management, 14(3):260-286 yi pl Stafford, M.R., Stafford, T.F and Wells, B.P (1998) Determinants of service quality and satisfaction in the auto casualty claims process The Journal of Services Marketing, 12(6):426 – 440 ua al n Sureshchander, G.S., Chandrasekharan, R and Anantharaman, R.N (2002) The relationship between Service Quality and Customer Satisfaction – A Factor Specific Approach Journal of Service Marketing, 16(4):363-379 n va fu ll Sureshchandar, G.S., Rajesndran, C., & Kamalanabhan, T.J (2001) Customer perceptions of service quality: a critique Total Quality Management, 12 (1), pp.111-124 http://dx.doi.org/10.1080/0954412002001013 oi m nh at Terry G Vavra, Ph.D Customer satisfaction Measurement Simplified: Step-by-Step Guide for ISO 9001:2000 Certification ASQ Quality Press z z j ht vb Siddiqui, Masood H., & Sharma, T.G (2010) Measuring the customer perceived service quality for life insurance services: an empirical investigation International Business Research, (3), pp 171-186, Available: www.ccsenet.org/ibr m k Zeithaml, V.A (1988) Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence Journal of Marketing, Vol 52, pp 2-22 gm m co l an Lu Zhu, F.X., Wymer, W and Chen, I (2002) IT-based services and service quality in consumer banking International Journal of Service Industry Management, 13(1):69 –90 n y te re http://avi.org.vn/News/Item/1524/202/vi-VN/Default.aspx, Tổng quan thị trường bảo hiểm việt Nam năm 2011 va http://avi.org.vn/News/Item/1014/202/vi-VN/Default.aspx, Tổng quan thị trường bảo hiểm việt Nam năm 2010 http://avi.org.vn http://www.vneconomy.com.vn Page 58 (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam Service Quality and Customer Satisfaction APPENDIX t to QUESTIONNAIRE FOR SERVICE QUALITY ng (VIETNAMESE VERSION) hi ep Xin chào anh/chị n w Bảng câu hỏi thực khuôn khổ luận văn tốt nghiệp Cao học, chuyên ngành Quản Trị Kinh Doanh trường Đại học Kinh Tế TP Hồ Chí Minh Mục đích đề tài nghiên cứu mối quan hệ chất lượng dịch vụ hài lòng khách hàng lĩnh vực bảo hiểm nhân thọ Việt Nam Thơng tin anh/chị hữu ích cho nghiên cứu Chúng xin bảo đảm thông tin cung cấp tuyệt đối giữ bí mật lo ad ju y th yi pl Xin chân thành cảm ơn ua al n Trong trình tham gia bảo hiểm nhân thọ, anh/chị vui lòng cho biết mức độ đồng ý hay không đồng ý anh/chị nội dung sau cách đánh dấu “X” vào lựa chọn thích hợp cho nội dung: n va fu ll Hồn tồn Khơng đồng ý ▼ oi m z z j ht vb Tôi tin tưởng đại lý việc giải thích sách at Đại lý Công ty bảo hiểm [X] đào tạo có kiến thức tốt Cơng ty bảo hiểm [X] ln thăm dị ý kiến từ khách hàng nh Nội dung Hoàn toàn đồng ý ▼ Nhân viên đại lý Công ty bảo hiểm [X] hiểu tường tận nhu cầu cụ thể 10 Nhân viên Công ty bảo hiểm [X] đáng tin cậy việc xử lý vấn đề an Lu Cơng ty bảo hiểm [X] có dịch vụ bổ sung m co Công ty bảo hiểm [X] có quy định việc chuyển đổi loại sản phẩm l Công ty bảo hiểm [X] có giải pháp sản phẩm linh hoạt gm Cơng ty bảo hiểm [X] có lịch trình tốn linh hoạt k m Công ty bảo hiểm [X] rõ ràng việc giải thích điều khoản, điều kiện hợp đồng va n 11 Nhân viên Công ty bảo hiểm [X] có lực te re 12 Tơi dễ dàng truy cập thông tin từ Công ty bảo hiểm [X] y 13 Cơng ty bảo hiểm [X] có chế xử lý khiếu nại nhanh chóng hiệu 14 Công ty bảo hiểm [X] giải u bồi thường nhanh chóng miễn phí 15 Cơng ty bảo hiểm [X] có đầy đủ chi nhánh Page 59 (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam Service Quality and Customer Satisfaction 16 Vị trí chi nhánh Cơng ty bảo hiểm [X] tiếp cận 17 Mơi trường chi nhánh Công ty bảo hiểm [X] thỏa mái t to 18 Cơng ty bảo hiểm [X] có thơng tin giấy chứng nhận tốt ng 19 Công ty bảo hiểm [X] có tính sáng tạo việc giới thiệu sản phẩm hi ep 20 Đại lý Công ty bảo hiểm [X] lịch sự, thân thiện với 21 Công ty bảo hiểm [X] mang lại cho giá trị xứng đáng với đồng tiền bỏ n w 22 Thủ tục mua hợp đồng từ Cơng ty bảo hiểm [X] đơn giản tốn thời gian lo 23 Công ty bảo hiểm [X] có tài ổn định ad 24 Tơi dễ dàng giao dịch trực tuyến với Công ty bảo hiểm [X] y th 25 Công ty bảo hiểm [X] xử lý trực tuyến nhanh chóng khiếu nại tơi ju yi 26 Công ty bảo hiểm [X] chủ động thông tin cho qua email tin nhắn SMS pl ua al Anh/chị tham gia bảo hiểm bao lâu? Dưới tháng tháng-> năm Từ -> năm Trên năm n n va Anh/chị vui lịng cho biết Cơng ty bảo hiểm anh/chị tham gia: oi m TP Hồ Chí Minh ll Khu vực anh chị sinh sống: fu - Tỉnh khác: z Nữ Nam at nh Giới tính anh/chị là: z Từ 25 – 45 tuổi j ht Dưới 25 tuổi vb Độ tuổi anh/chị : Từ 46 – 60 tuổi m gm Chuyên viên k Vị trí anh/chị Cơng ty: Nhân viên Trên 60 tuổi Lãnh đạo, cán quản lý Trung cấp, cao đẳng Đại học Trên đại học m co l Trình độ học vấn anh/chị PTTH Khác Khác an Lu Email anh chị: va n Xin chân thành cảm ơn anh/chị y te re Page 60 (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam Service Quality and Customer Satisfaction QUESTIONNAIRE FOR CUSTOMER SATISFACTION t to Trong trình tham gia bảo hiểm nhân thọ, anh/chị vui lòng cho biết mức độ hài lịng hay khơng hài long anh/chị nội dung sau cách đánh dấu “X” vào lựa chọn thích hợp cho nội dung: ng hi ep Hồn tồn Khơng hài lịng ▼ w Nội dung Hồn tồn Hài lịng ▼ n Đại lý Công ty bảo hiểm [X] đào tạo có kiến thức tốt lo ad Công ty bảo hiểm [X] thăm dò ý kiến từ khách hàng y th Tơi tin tưởng đại lý việc giải thích sách ju Cơng ty bảo hiểm [X] rõ ràng việc giải thích điều khoản, điều kiện hợp đồng yi pl Nhân viên đại lý Công ty bảo hiểm [X] hiểu tường tận nhu cầu cụ thể ua al Công ty bảo hiểm [X] có lịch trình tốn linh hoạt n Cơng ty bảo hiểm [X] có giải pháp sản phẩm linh hoạt ll fu Công ty bảo hiểm [X] có dịch vụ bổ sung n va Cơng ty bảo hiểm [X] có quy định việc chuyển đổi loại sản phẩm 11 Nhân viên Cơng ty bảo hiểm [X] có lực oi m 10 Nhân viên Công ty bảo hiểm [X] đáng tin cậy việc xử lý vấn đề at nh 12 Tôi dễ dàng truy cập thông tin từ Công ty bảo hiểm [X] z 13 Công ty bảo hiểm [X] có chế xử lý khiếu nại nhanh chóng hiệu z j ht 15 Cơng ty bảo hiểm [X] có đầy đủ chi nhánh vb 14 Công ty bảo hiểm [X] giải u bồi thường nhanh chóng miễn phí k m 16 Vị trí chi nhánh Cơng ty bảo hiểm [X] tiếp cận 21 Cơng ty bảo hiểm [X] mang lại cho giá trị xứng đáng với đồng tiền bỏ va 22 Thủ tục mua hợp đồng từ Công ty bảo hiểm [X] đơn giản tốn thời gian an Lu 20 Đại lý Công ty bảo hiểm [X] lịch sự, thân thiện với m co 19 Công ty bảo hiểm [X] có tính sáng tạo việc giới thiệu sản phẩm l 18 Công ty bảo hiểm [X] có thơng tin giấy chứng nhận tốt gm 17 Môi trường chi nhánh Công ty bảo hiểm [X] thỏa mái n 23 Công ty bảo hiểm [X] có tài ổn định te re 24 Tôi dễ dàng giao dịch trực tuyến với Công ty bảo hiểm [X] y 25 Công ty bảo hiểm [X] xử lý trực tuyến nhanh chóng khiếu nại 26 Công ty bảo hiểm [X] chủ động thông tin cho qua email tin nhắn SMS Page 61 (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam Service Quality and Customer Satisfaction Appendix – Observed variables Assurance t to ng hi ep n w Company insurance [X] has trained and well-informed agents Company insurance [X] approaches from customer’s point of view I trust agents when explaining policies Company insurance [X] explains clarity in policy’s terms and conditions Company insurance [X]’s agents and staffs understand intimately my specific needs lo Company insurance [X] provides flexible payment schedule Company insurance [X] provides availability of flexible product solution Company insurance [X] provides for Convertibility of products Company insurance [X] has supplementary services ju y th yi ua al Competence pl ad Personalized financial planning n 10 Staff is dependable in handling customer’s problems 11 Staff of Company insurance [X] is efficient 12 It’s easy to access to information from Company insurance [X] 13 Company insurance [X] has a prompt & efficient grievance handling mechanism 14 Company insurance [X] has a prompt and hassle free claims settlement n va ll fu oi m at nh Tangibles z 15 Company insurance [X] has an adequate no of branches 16 The location of the branch is accessible 17 The ambience of the branch is good 18 Company insurance [X] possess good certification and credentials z j ht vb k m Corporate image gm m co l 19 Company insurance [X] has innovated in introducing new products 20 Company insurance [X]’s agents are always courteous 21 Company insurance [X] gives me value for money 22 The procedure is simple and less time-consuming when purchasing a policy 23 Company insurance [X] has a stable finance an Lu y te re Page 62 n 24 It's easy to transact online with the company 25 Company insurance [X] is prompt in handling my complaint by online 26 Company insurance is proactive send for information for me through e-mail or SMS va Technology (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam Service Quality and Customer Satisfaction Appendix – Descriptive Statistics of variables t to Descriptive Statistics Maximum Statistic Mean Statistic Std Deviation Statistic Statistic ASS_1 238 4.45 1.370 -0.217 0.158 -0.464 0.314 ASS_2 238 4.63 1.318 -0.455 0.158 0.169 0.314 ASS_3 238 4.60 1.368 -0.110 0.158 -0.757 0.314 ASS_4 ad 4.75 1.316 -0.351 0.158 -0.402 0.314 ASS_5 238 4.55 1.370 -0.259 0.158 -0.21 0.314 PER_1 238 4.70 1.340 -0.130 0.158 -0.499 0.314 PER_2 238 4.53 1.301 -0.293 0.158 -0.111 0.314 PER_3 238 4.71 1.156 -0.268 0.158 -0.166 0.314 PER_4 238 ua 4.73 1.304 -0.412 0.158 0.074 0.314 COM_1 238 4.60 1.324 -0.095 0.158 -0.644 0.314 COM_2 238 4.55 1.227 -0.138 0.158 -0.476 0.314 COM_3 238 1.379 -0.443 0.158 -0.670 0.314 COM_4 238 4.32 1.404 -0.363 0.158 -0.243 0.314 COM_5 238 4.24 1.459 -0.300 0.158 -0.471 0.314 TAN_1 238 4.82 1.289 -0.509 0.158 -0.388 0.314 TAN_2 238 5.02 1.212 -0.291 0.158 -0.108 0.314 TAN_3 238 5.12 1.330 -0.583 0.158 -0.117 0.314 TAN_4 238 5.03 1.273 j ht hi Kurtosis Minimum Statistic w ng Skewness N Statistic -0.407 0.158 -0.256 0.314 COR_1 238 4.71 1.318 -0.314 0.158 -0.186 0.314 COR_2 238 4.74 1.292 -0.060 0.158 -0.485 0.314 COR_3 238 4.66 1.429 -0.418 0.158 -0.373 0.314 COR_4 238 5.17 1.291 -0.507 0.158 -0.270 0.314 COR_5 238 5.00 1.347 -0.428 0.158 -0.154 0.314 TEC_1 238 4.12 1.365 -0.112 0.158 -0.681 0.314 TEC_2 238 4.03 1.344 -0.088 0.158 -0.649 0.314 TEC_3 238 4.79 1.404 -0.349 0.158 -0.305 0.314 ep Observed variables n lo 238 ju y th yi pl al Std Error Statistic Std Error n n va fu ll 4.89 oi m at nh z z vb k m gm m co l an Lu n va y te re Page 63 (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam (Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam(Luận.văn).relationship.between.service.quality.and.customer.satisfaction.in.life.insurance.services.in.viet.nam