[雙語翻譯]保險行業(yè)外文翻譯—透視馬來西亞的社會保險的服務(wù)質(zhì)量和以客戶為本的績效之間的關(guān)系研究

1、字?jǐn)?shù)：英文 字?jǐn)?shù)：英文 3214 3214 單詞， 單詞，18876 18876 字符；中文 字符；中文 5415 5415 漢字 漢字出處： 出處：DKS DKS Rajan,FSA Rajan,FSA Aziz,NA Aziz,NA Manab.Investigating Manab.Investigating the the Link Link between between Service Service Qual

2、ity Quality and and Customer-Based Customer-Based Performance Performance of of Social Social Insurance Insurance Industry: Industry: Malaysian Malaysian Perspective[J].International Perspective[J].International Academic

3、 Academic Research Research Journal Journal of of Social Social Science.2018,4(1):12-18 Science.2018,4(1):12-18外文文獻 外文文獻Investigating the Link between Service Quality and Customer-Based Performance of Social Insurance In

4、dustry: Malaysian PerspectiveAbstract Social insurance is playing a crucial role to deliver financial services towards the customers. Hence, service quality is the keys to sustain a good performance of social insurance

5、industry towards its customers. In Malaysia, Social Security Organization (SOCSO) is possessing the function of social insurance. This study adopts the service quality dimensions proposed by Parasuraman et al., (1988) th

6、at consist of tangibles, reliability, responsiveness, assurance and empathy. Surprisingly, little research has been done to address the importance of service quality dimensions on the customer-based performance of social

7、 insurance industry. Thus, the main purpose of the study is to investigate the appropriateness and the importance of service quality dimensions on the customer-based performance of social insurance industry in Malaysia.

8、This conceptual paper therefore, contributes to the knowledge base of service quality dimensions by systematically investigating the importance of service quality dimensions on the customer- based performance of organiza

9、tion across various industries and link towards the performance of SOCSO.Keywords: Service Quality, Social Insurance, Social Security Organisation, Customer-Based Performancethe quality of organizational performance (Osm

10、an Raza et al., 2012; Ouyang Parasuraman, Zeithaml Raza et al., 2012; Walker, Johnson Akbar Raza et al., 2012). Scant of studies have been done to link the role of service quality on evaluating customer-based perfor

11、mance of SOCSO. Therefore, this study looking at this niche segment which was not previously studied from Malaysian perspective (Ismail, Ahmad, Rose, Abdullah, Rahman & Francis, 2013). Thus, it motivated the research

12、ers to further explore the link between service quality and customer-based performance of SOCSO.LITERATURE REVIEWThe literature review will discuss on the link between service quality and customer-based performance of so

13、cial insurance industry from Malaysian perspective, the appropriateness and the importance of service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) on the customer-based performance o