{"_buckets": {"deposit": "b44cc983-7f8f-4b44-ad71-afd9edb056a1"}, "_deposit": {"created_by": 20, "id": "11037", "owner": "20", "owners": [20], "owners_ext": {"displayname": "", "username": ""}, "pid": {"revision_id": 0, "type": "depid", "value": "11037"}, "status": "published"}, "_oai": {"id": "oai:meral.edu.mm:recid/00011037", "sets": ["1698989841255", "1582963436320"]}, "author_link": [], "item_1583103067471": {"attribute_name": "Title", "attribute_value_mlt": [{"subitem_1551255647225": "Service Quality and Customer Satisfaction Towards Services of Call Center at First National Insurance General Co.,Ltd ( May July Aung, 2025)", "subitem_1551255648112": "en"}]}, "item_1583103085720": {"attribute_name": "Description", "attribute_value_mlt": [{"interim": "This study analyzes the effect of service quality on customer satisfaction within \nthe call center operations of First National Insurance General Co., Ltd. (FNIG). Data \nwere collected from 195 customers using a simple random sampling method, who \ninteracted with the FNIG call center between November and December 2024. A \nquantitative research method was applied in this study. Among the service quality \ndimensions, customer perception of empathy achieved the highest mean value, while \nother variables remained within the agree level of customer perception. The overall \ncustomer satisfaction mean score also fell within the agree level. According to the \nregression analysis, all the variables such as tangibility, responsiveness, assurance, and \nempathy had a statistically significant impact on customer satisfaction, except for \nreliability. Among these, assurance had the most substantial and statistically significant \npositive effect. Based on the findings, it is recommended to train staff to consistently \nfulfill promises, establish a robust follow-up process, and implement performance \nmetrics to monitor service delivery. Introducing a ticketing system can further improve \nservice consistency and accountability, ultimately strengthening customer satisfaction \nand service quality. This study contributes to a broader understanding of how service \nquality influences customer satisfaction on FNIG and offers implications for improving \nservice operations and ensuring long-term customer retention."}]}, "item_1583103120197": {"attribute_name": "Files", "attribute_type": "file", "attribute_value_mlt": [{"accessrole": "open_access", "date": [{"dateType": "Available", "dateValue": "2025-05-20"}], "displaytype": "preview", "download_preview_message": "", "file_order": 0, "filename": "May July Aung, MI-26, MI 1st Batch.pdf", "filesize": [{"value": "438 KB"}], "format": "application/pdf", "future_date_message": "", "is_thumbnail": false, "licensetype": "license_0", "mimetype": "application/pdf", "size": 438000.0, "url": {"url": "https://meral.edu.mm/record/11037/files/May July Aung, MI-26, MI 1st Batch.pdf"}, "version_id": "f2a5c301-475b-4b41-a2be-40d61cdf3875"}]}, "item_1583103233624": {"attribute_name": "Thesis/dissertations", "attribute_value_mlt": [{"subitem_awarding_university": "Yangon University of Economics", "subitem_supervisor(s)": [{"subitem_supervisor": "Dr. May Su Myat Htway Aung"}]}]}, "item_1583105942107": {"attribute_name": "Authors", "attribute_value_mlt": [{"subitem_authors": [{"subitem_authors_fullname": "May July 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 and Customer Satisfaction Towards Services of Call Center at First National Insurance General Co.,Ltd ( May July Aung, 2025)", "item_type_id": "21", "owner": "20", "path": ["1582963436320", "1698989841255"], "permalink_uri": "https://meral.edu.mm/records/11037", "pubdate": {"attribute_name": "Deposit date", "attribute_value": "2025-05-20"}, "publish_date": "2025-05-20", "publish_status": "0", "recid": "11037", "relation": {}, "relation_version_is_last": true, "title": ["Service Quality and Customer Satisfaction Towards Services of Call Center at First National Insurance General Co.,Ltd ( May July Aung, 2025)"], "weko_shared_id": -1}