[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（原文）

1、12 International Academic Research Journal of Social Science 4(1) 2018 Page 12-18 Investigating the Link between Service Quality and Customer-Based Performance of Social Insurance Industry: Malaysian Perspective Dinesh K

2、umar Saundra Rajan1, Fadzli Shah Bin Abdul Aziz2 and Norlida Binti Abdul Manab3 1, 2, 3 School of Business Management, University Utara Malaysia, 06010 Sintok, Kedah, Malaysia. Corresponding email: dineshkumarsaundraraja

3、n.dk@gmail.com Article Information Abstract Keywords Service Quality, Social Insurance, Social Security Organisation, Customer-Based Performance. Social insurance is playing a crucial role to deliver financial servic

4、es towards the customers. Hence, service quality is the keys to sustain a good performance of social insurance industry towards its customers. In Malaysia, Social Security Organization (SOCSO) is possessing the functi

5、on of social insurance. This study adopts the service quality dimensions proposed by Parasuraman et al., (1988) that consist of tangibles, reliability, responsiveness, assurance and empathy. Surprisingly, little resea

6、rch 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 t

7、he importance of service quality dimensions on the customer-based performance of social insurance industry in Malaysia. This conceptual paper therefore, contributes to the knowledge base of service quality dimensions

8、by systematically investigating the importance of service quality dimensions on the customer- based performance of organization across various industries and link towards the performance of SOCSO. INTRODUCTION Insuran

9、ce 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 (Le

10、vy Sureshchandar, Rajendran Arsanam Hamed, Kamaruddin Selvakumar, 2015). Besides, reliability also play a crucial role in determining the performance of telecommunication industry (Arsanam Akbar Syed & Conw

11、ay, 2006), education sector (Mamilla, Jonardhana & Anjan, 2013) and American Customer Satisfaction Index (ACSI) (Gary & Yae, 2015). It is clear that reliability is an important dimension of service quality whic