{"_buckets": {"deposit": "921effeb-3f4d-4dbe-ac4c-b1d0a8049ba6"}, "_deposit": {"created_by": 20, "id": "11018", "owner": "20", "owners": [20], "owners_ext": {"displayname": "", "username": ""}, "pid": {"revision_id": 0, "type": "depid", "value": "11018"}, "status": "published"}, "_oai": {"id": "oai:meral.edu.mm:recid/00011018", "sets": ["1698989841255", "1582963436320"]}, "author_link": [], "item_1583103067471": {"attribute_name": "Title", "attribute_value_mlt": [{"subitem_1551255647225": "Customer Satisfaction and Customer Retention in General Insurance of AYA Sompo Insurance Company Limited(Chit Chit Cho, 2025)", "subitem_1551255648112": "en"}]}, "item_1583103085720": {"attribute_name": "Description", "attribute_value_mlt": [{"interim": "This study examines customer satisfaction and retention in general insurance at\nAYA SOMPO Insurance Company Limited, with a focus on key influencing factors.\nPrimary data was collected from 195 customers through a structured questionnaire\nusing a five-point Likert scale. The study used simple random sampling to ensure a\nrepresentative sample. Data analysis was conducted using descriptive statistics,\ncorrelation analysis, and multiple regression analysis. The findings reveal that service\nquality, customer trust, and relationship marketing have a significant positive impact\non customer satisfaction and retention. However, claim management does not show a\nstatistically significant effect. Among the factors, relationship marketing emerges as\nthe strongest predictor of customer satisfaction, highlighting the importance of\npersonalized services and effective communication in enhancing customer engagement\nand loyalty. The study emphasizes the need for continuous improvements in service\nquality, transparency, and trust-building measures to sustain high customer satisfaction\nlevels. It also suggests that while efficient claim management contributes to the overall\ncustomer experience, its role in directly influencing retention may be less pronounced.\nThe results underscore the importance of strengthening customer relationships to\nmaintain long-term loyalty in the competitive insurance market."}]}, "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": "Chit Chit Cho, MI II-4, 1st Batch.pdf", "filesize": [{"value": "425 KB"}], "format": "application/pdf", "future_date_message": "", "is_thumbnail": false, "licensetype": "license_1", "mimetype": "application/pdf", "size": 425000.0, "url": {"url": "https://meral.edu.mm/record/11018/files/Chit Chit Cho, MI II-4, 1st Batch.pdf"}, "version_id": "ff1addc1-4db6-4d05-aea1-91e6a6e77980"}]}, "item_1583103233624": {"attribute_name": "Thesis/dissertations", "attribute_value_mlt": [{"subitem_awarding_university": "Yangon University of Economics", "subitem_supervisor(s)": [{"subitem_supervisor": "Dr. Phu Pwint Nyo Win Aung"}]}]}, "item_1583105942107": {"attribute_name": "Authors", "attribute_value_mlt": [{"subitem_authors": [{"subitem_authors_fullname": "Chit Chit Cho"}]}]}, "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": "Customer Satisfaction and Customer Retention in General Insurance of AYA Sompo Insurance Company Limited(Chit Chit Cho, 2025)", "item_type_id": "21", "owner": "20", "path": ["1582963436320", "1698989841255"], "permalink_uri": "https://meral.edu.mm/records/11018", "pubdate": {"attribute_name": "Deposit date", "attribute_value": "2025-05-15"}, "publish_date": "2025-05-15", "publish_status": "0", "recid": "11018", "relation": {}, "relation_version_is_last": true, "title": ["Customer Satisfaction and Customer Retention in General Insurance of AYA Sompo Insurance Company Limited(Chit Chit Cho, 2025)"], "weko_shared_id": -1}