Factors influencing service performance of insurance agents

The role of agents as intermediaries between customers and insurance company is important in the insurance industry. Insurance agents performance depends on the willingness of the agents to consult explain and convince potential customers about the proposed insurance policies either a conventional...

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Main Author:	Rosnani, Mokhtar
Format:	Thesis
Language:	eng eng
Published:	2016
Subjects:	HF5549-5549.5 Personnel Management Employment
Online Access:	https://etd.uum.edu.my/5944/1/s810002_01.pdf https://etd.uum.edu.my/5944/2/s810002_02.pdf
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id	my-uum-etd.5944
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Adam, Mohamad Zainol Abidin
topic	HF5549-5549.5 Personnel Management Employment
spellingShingle	HF5549-5549.5 Personnel Management Employment Rosnani, Mokhtar Factors influencing service performance of insurance agents
description	The role of agents as intermediaries between customers and insurance company is important in the insurance industry. Insurance agents performance depends on the willingness of the agents to consult explain and convince potential customers about the proposed insurance policies either a conventional or Takaful systems or schemes. The purpose of this study is to investigate the factors that influenced the service performance of insurance agents A total number of 350 questionnaires were distributed to insurance agents in Northern Malaysia but only 291 were usable for analysis. Correlation and regression analysis were used to analyse all data. The findings indicated that agents’ service performance is positive related to all the four independent variables (commitment, motivation, attitudes and perceived behaviour control). In addition, from the multiple regression analysis that was conducted, it showed that agents’ attitude is the strongest factor influencing agents’ service performance.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Rosnani, Mokhtar
author_facet	Rosnani, Mokhtar
author_sort	Rosnani, Mokhtar
title	Factors influencing service performance of insurance agents
title_short	Factors influencing service performance of insurance agents
title_full	Factors influencing service performance of insurance agents
title_fullStr	Factors influencing service performance of insurance agents
title_full_unstemmed	Factors influencing service performance of insurance agents
title_sort	factors influencing service performance of insurance agents
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2016
url	https://etd.uum.edu.my/5944/1/s810002_01.pdf https://etd.uum.edu.my/5944/2/s810002_02.pdf
_version_	1747827997329588224
spelling	my-uum-etd.59442021-04-19T06:43:03Z Factors influencing service performance of insurance agents 2016 Rosnani, Mokhtar Adam, Mohamad Zainol Abidin Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5549-5549.5 Personnel Management. Employment The role of agents as intermediaries between customers and insurance company is important in the insurance industry. Insurance agents performance depends on the willingness of the agents to consult explain and convince potential customers about the proposed insurance policies either a conventional or Takaful systems or schemes. The purpose of this study is to investigate the factors that influenced the service performance of insurance agents A total number of 350 questionnaires were distributed to insurance agents in Northern Malaysia but only 291 were usable for analysis. Correlation and regression analysis were used to analyse all data. The findings indicated that agents’ service performance is positive related to all the four independent variables (commitment, motivation, attitudes and perceived behaviour control). In addition, from the multiple regression analysis that was conducted, it showed that agents’ attitude is the strongest factor influencing agents’ service performance. 2016 Thesis https://etd.uum.edu.my/5944/ https://etd.uum.edu.my/5944/1/s810002_01.pdf text eng public https://etd.uum.edu.my/5944/2/s810002_02.pdf text eng public other masters Universiti Utara Malaysia Aemenio Rego, Regina Leite, Teresa Carvalho, Carla Freire & Armando Vieira, (2004) Organizational Commitment: Toward a Different Understanding of the Ways People Feel Attached to Their Organizations, Management Research: The Journal of the Iber Of American Academy of Management, 2(3), 201 – 218. Ajzen, I., & Fishbein, M. (1980). Understanding attitudes and predicting social behaviour. Englewood Cliffs, NJ: Prentice-Hall, 30(1): 63-77. 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Factors influencing service performance of insurance agents

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