1、字数：英文 3214 单词， 18876 字符；中文 5415 汉字 出处： DKS Rajan,FSA Aziz,NA Manab.Investigating the Link between Service Quality and Customer-Based Performance of Social Insurance Industry: Malaysian PerspectiveJ.International Academic Research Journal of Social Science.2018,4(1):12-18 外文文献 Investigati
2、ng the Link between Service Quality and Customer-Based Performance of Social Insurance Industry: Malaysian Perspective Abstract 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 so
3、cial insurance 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) that consist of tangibles, reliability, responsiveness, assurance a
4、nd empathy. Surprisingly, little research has been done to address the importance of service quality dimensions on the customer-based performance of social insurance industry. Thus, the main purpose of the study is to investigate the appropriateness and the importance of service quality dimensions o
5、n the customer-based performance of social insurance industry in Malaysia. 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 organization
6、across various industries and link towards the performance of SOCSO. Keywords: Service Quality, Social Insurance, Social Security Organisation, Customer-Based Performance INTRODUCTION Insurance is a part of the financial service industries and plays an important role in delivering best performance to the customer (Witkowska, 2012). Basically, insurance industry consists of economic and social insurance (Levy & Schady, 2013). In general form, social security insurance includes: retirement, disability, si
