{"_buckets": {"deposit": "3aadeb65-02ee-408b-a15b-0167b6278873"}, "_deposit": {"created_by": 20, "id": "11016", "owner": "20", "owners": [20], "owners_ext": {"displayname": "", "username": ""}, "pid": {"revision_id": 0, "type": "depid", "value": "11016"}, "status": "published"}, "_oai": {"id": "oai:meral.edu.mm:recid/00011016", "sets": ["1698989841255", "1582963436320"]}, "author_link": [], "item_1583103067471": {"attribute_name": "Title", "attribute_value_mlt": [{"subitem_1551255647225": "Service Quality, Customer Satisfaction and Loyalty of Insurance Services Provided By KBZMS ( Aung Aung, 2025)", "subitem_1551255648112": "en"}]}, "item_1583103085720": {"attribute_name": "Description", "attribute_value_mlt": [{"interim": "This study examines the service quality, customer satisfaction, and customer\nloyalty of the insurance services provided by KBZMS General Insurance. The\nresearch analyzes five dimensions of service quality as tangibility, reliability,\nassurance, responsiveness, and empathy to determine the effect of service quality on\ncustomer satisfaction and, subsequently, to analyze the effect of customer satisfaction\non customer loyalty. A structured questionnaire was used to collect data from 384\npolicyholders, and the findings were analyzed using descriptive statistics and multiple\nregression analysis. The results indicate that reliability has the most strongly\ninfluences customer satisfaction, emphasizing the role of consistency, accuracy, and\ndependability in insurance services. Assurance has a significant positive effect on\ncustomer satisfaction, highlighting the importance of trust, professionalism, and\ntransparency in policy explanations and claims processing. Tangibility further\ncontributes to customer perceptions of service quality, as the physical appearance of\nfacilities, staff professionalism, and functionality of digital platforms enhance\ncustomer experience. While responsiveness is positively associated with customer\nsatisfaction, it is not statistically significant, suggesting that prompt service alone does\nnot necessarily drive satisfaction. Similarly, empathy was found to have an\ninsignificant effect, indicating that while personalized interactions are valued, they do\nnot strongly influence overall satisfaction. Furthermore, the study confirms a strong\nand significant effect of customer satisfaction on customer loyalty, with satisfied\ncustomers being more likely to continue using KBZMS services, recommend the\ncompany to others, and maintain long-term policy renewals. These findings suggest\nthat KBZMS should focus on strengthening assurance, ensuring reliable service\ndelivery, and enhancing the physical aspects of service to improve customer\nsatisfaction and loyalty. The study provides recommendations for streamlining claims\nprocessing, improving transparency in customer communication, leveraging digital\nsolutions, and implementing customer retention strategies. Future research should\nexplore additional factors such as pricing, convenience, and digital engagement to\ngain a more comprehensive understanding of customer satisfaction and loyalty in the\ninsurance industry."}]}, "item_1583103120197": {"attribute_name": "Files", "attribute_type": "file", "attribute_value_mlt": [{"accessrole": "open_access", "date": [{"dateType": "Available", "dateValue": "2025-05-15"}], "displaytype": "preview", "download_preview_message": "", "file_order": 0, "filename": "Aung Aung, MI-II- 2 First Batch.pdf", "filesize": [{"value": "602 KB"}], "format": "application/pdf", "future_date_message": "", "is_thumbnail": false, "licensetype": "license_0", "mimetype": "application/pdf", "size": 602000.0, "url": {"url": "https://meral.edu.mm/record/11016/files/Aung Aung, MI-II- 2 First Batch.pdf"}, "version_id": "02e2de47-e6b7-4a24-81e1-c74c60436895"}]}, "item_1583103233624": {"attribute_name": "Thesis/dissertations", "attribute_value_mlt": [{"subitem_awarding_university": "Yangon University of Economics", "subitem_supervisor(s)": [{"subitem_supervisor": "Dr. Thynn Thynn Myint"}]}]}, "item_1583105942107": {"attribute_name": "Authors", "attribute_value_mlt": [{"subitem_authors": [{"subitem_authors_fullname": "Aung Aung"}]}]}, "item_1583108359239": {"attribute_name": "Upload type", "attribute_value_mlt": [{"interim": "Other"}]}, "item_1583108428133": {"attribute_name": "Publication type", "attribute_value_mlt": [{"interim": "Thesis"}]}, "item_1583159729339": {"attribute_name": "Publication date", "attribute_value": "2025-02-01"}, "item_title": "Service Quality, Customer Satisfaction and Loyalty of Insurance Services Provided By KBZMS ( Aung Aung, 2025)", "item_type_id": "21", "owner": "20", "path": ["1582963436320", "1698989841255"], "permalink_uri": "https://meral.edu.mm/records/11016", "pubdate": {"attribute_name": "Deposit date", "attribute_value": "2025-05-15"}, "publish_date": "2025-05-15", "publish_status": "0", "recid": "11016", "relation": {}, "relation_version_is_last": true, "title": ["Service Quality, Customer Satisfaction and Loyalty of Insurance Services Provided By KBZMS ( Aung Aung, 2025)"], "weko_shared_id": -1}