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BAB EMPAT
DAPATAN KAJIAN

1. Pendahuluan

Bab ini membentangkan hasil analisis data kajian dan data deskripsi melalui profil organisasi diikuti dengan analisis berkaitan dengan kualiti perkhidmatan dan kepuasan pengguna. Statistik deskriptif iaitu frekuensi, peratusan, sisihan piawai dan min digunakan bagi menjelaskan profil organisasi. Analisis perhubungan melalui ujian korelasi dan analisis pengaruh melalui ujian regrasi berganda di lakukan antara kualiti perkhidmatan terhadap kepuasan pengguna. Kualiti perkhidmatan yang ditawarkan oleh syarikat insuran terhadap produk takaful dapat memainkan peranan sebagai salah satu faktor yang dilihat boleh mempengaruhi kepuasan pengguna.

2. Profil organisasi

Responden terdiri daripada organisasi yang menjalani perkhidmatan di daerah Kubang Pasu, Kedah. Sebanyak 91 organisasi telah diambil sebagai responden. Faktor organisasi yang diambil kira adalah seperti lokasi, jenis organisasi, bilangan pekerja, jenis perniagan atau perkhidmatan yang ditawarkan, bilangan tahun melanggan produk takaful, cara pembayaran dan jenis polisi yang dilanggan. Jadual 4.2 dapat menjelaskan dapatan profil organisasi dengan lebih terperinci.

Jadual 4.2 :Profil demografi responden

|No. |Perkara |Bilangan |Peratus (%) |
|1 |Organisasi | | |
| |1. Kerajaan (Awam) |44 |48.4 |
| |2. Swasta |47 |51.6 |
|2 |Lokasi | | |
| |1. Bandar |70 |76.9 |
| |2. Luar bandar |21 |23.1 |
|3 |Jenis organisasi | | |
| |1. Kerajaan |39 |42.9 |
| |2. Separa-kerajaan |5 |5.5 |
| |3. Perkongsian |9 |9.9 |
| |4. Enterprise |4 |4.4 |
| |5. Berhad |5 |5.5 |
| |6. Sendirian Berhad |29 |31.9 |
|4 |Jumlah pekerja | | |
| |1. Kurang daripada 10 |13 |14.3 |
| |2. 11-20 |50 |54.9 |
| |3. 21-30 |16 |17.6 |
| |4. 31-40 |6 |6.6 |
| |5. Lebih daripada 41 |6 |6.6 |
|5 |Jenis perniagaan | | |
| |1. Kedai runcit/peruncitan |24 |26.5 |
| |2. Perkhidmatan |46 |50.5 |
| |3. Pengeluar |7 |7.7 |
| |4. Pembinaan |2 |2.2 |
| |5. Kejuruteraan |2 |2.2 |
| |6. Komunikasi |2 |2.2 |
| |7. Tenaga |0 |0.0 |
| |8. Pengangkutan |1 |1.1 |
| |9. Pertanian |2 |2.2 |
| |10. Pendidikan |5 |5.5 |
|6 |Jumlah tahun melanggani insuran Takaful | | |
| |1. Kurang daripada setahun |0 |0 |
| |2. 1-2 tahun |10 |11.0 |
| |3. 3-4 tahun |17 |18.7 |
| |4. 4-5 tahun |36 |39.6 |
| |5. Lebih daripada 5 tahun |28 |30.8 |
|7 |Cara pembayaran polisi insuran | | |
| |1. Bayar penuh |2 |2.2 |
| |2. Bulanan |4 |4.4 |
| |3. Sukuan |9 |9.9 |
| |4. Tahunan |76 |83.5 |
|8 |Jenis polisi | | |
| |1. Marin |0 |0 |
| |2. Rompakan/Kecurian |91 |100.0 |
| |3. Wang |91 |100.0 |
| |4. Motor |91 |100.0 |
| |5. Tanggungan awam |91 |100.0 |
| |6. Pampasan pekerja asing |20 |22.0 |
| |7. Kehilangan yang berlanjutan |31 |34.1 |
| |8. Kebakaran |91 |100.0 |
| |9. Tanggunga Pekerja |91 |100.0 |
| |10. Jaminan ketaatan |0 |0 |
| |11. Pampasan pekerja |91 |100.0 |
| |12. Kerosakan mesin |3 |3.3 |

N=91

Merujuk kepada jadual 4.2 di atas, sebanyak 47 (51.6 %) organisasi adalah dikalangan organisasi swasta dan selebihnya iaitu 44 (48.4%) organisasi adalah organisasi awam. Dapatan kajian juga menunjukkan bahawa 70 (76.9%) organisasi berada di lokasi bandar dan 21 (23.1%) organisasi berada di lokasi luar bandar. Jenis organisasi pula menunjukkan 39 (42.9%) organisasi adalah kerajaan dan 29 (31.9%) organisasi adalah syarikat sendirian berhad. Ini diikuti dengan 9 (9.9%) organisasi adalah jenis perkongsian dan 5 (5.5%) organisasi masing-masing jenis separa kerajaan dan syarikat berhad. Hanya 4 (4.4%) sahaja jenis organisasi enterprise.

Terdapat 50 (54.9%) organisasi yang mempunyai pekerja antara 11-20 pekerja dan 16 (17.6%) organisasi mempunyai pekerja antara 21-30 pekerja. Tambahan lagi, 13(14.3%) organisasi mempunyai bilangan pekerja yang kurang dari 10 pekerja dan terdapat 6 (6.6%) organisasi, masing-masing mempunyai pekerja antara 31-40 dan lebih daripada 41 pekerja. Kategori jenis perniagaan pula menunjukkan 46 (50.5%) organisasi adalah jenis perkhidmatan dan 24 (26.4%) organisasi adalah jenis kedai runcit. Selebihnya 7 (7.7%) organisasi adalah jenis pengeluaran, 5 (5.5%) organisasi adalah jenis pendidikan, 2 (2.2%) organisasi masing-masing jenis pembinaan, kejuruteraan, komunikasi dan pertanian. Hanya satu organisasi jenis pengangkutan.

Dari segi bilangan tahun melanggani insuran takaful, di dapati 36 (39.6%) organisasi telah melanggani insuran takaful antara 4-5 tahun dan 28 (30.8%) organisasi telah melangganinya selama lebih daripada 5 tahun. Terdapat 17 (18.7%) organisasi yang telah melanggani antara 3-4 tahun dan 10 (11.0%) organisasi telah melanggani antara 1-2 tahun. Cara pembayaran insuran pula telah menunjukkan 76 (83.5%) organisasi melakukan pembayaran mengikut tahunan dan 9 (9.9%) organisasi membayar secara sukuan. Cuma 4 (4.4%) organisasi membayarnya secara bulanan dan hanya 2 (2.2%) organisasi melakukan pembayaran secara penuh.

Kategori jenis polisi yang dilanggani oleh setiap organisasi adalah jenis rompakan atau kecurian, kewangan, motor, tanggungan awam, kebakaran, tanggungan pekerja dan pampasan pekerja. Terdapat 20 (22.0%) organisasi melanggani jenis pampasan pekerja asing, 31 (34.1%) organisasi melanggani jenis kehilangan yang berlanjutan dan 3 (3.3%) organisasi melanggani jenis kerosakan mesin.

3. Analisis Statistik Deskriptif

Analisis ststistik diskriptif akan menjelaskan tentang kekerapan, peratusan, sisihan piawai dan min. Penjelaskan adalah berpandukan kepada dua bahagian yang terdapat di dalam soal selidik iaitu bahagian kualiti perkhidmatan dan kepuasan pengguna.

1. Kualiti Perkhidmatan

Pemboleh ubah kualiti perkhidmatan mengandungi enam dimensi iaitu jaminan, perancangan kewangan yang mengikut kehendak pelanggan, kecekapan, kewujudan, imej korporat dan teknologi.

4.3.1.1 Dimensi jaminan

Dimensi jaminan mempunyai lima kenyataan (Jadual 4.3.1.1). Kenyataan “Mendekati pelanggan melalui pendapat dan pandangan daripada pelanggan” mempunyai nilai min 4.35. Ini diikuti oleh kenyataan “Mempercayai ejen apabila menjelaskan polisi insuran” nilai min 4.23. Kenyataan “Kejelasan dalam menjelaskan terma-terma dan syarat-syarat polisi” mempunyai nilai min 4.15 dan kenyataan “Memahami keperluan intim secara khusus” mempunyai nilai min 4.11. Akhir sekali kenyataan “Ejen yang terlatih dan bermaklumat” mempunyai nilai min 3.76. Untuk nilai min keseluruhan dimensi jaminan ini ianya adalah tinggi iaitu 4.12.

Jadual 4.3.1.1: Dimensi Jaminan
|No. |Kenyataan dimensi jaminan |Min |Sisihan Piawai |
|1 |Ejen yang terlatih dan bermaklumat |3.76 |0.656 |
|2 |Mendekati pelanggan melalui pendapat dan pandangan daripada pelanggan |4.35 |0.639 |
|3 |Mempercayai ejen apabila menjelaskan polisi insuran |4.23 |0.598 |
|4 |Kejelasan dalam menjelaskan terma-terma dan syarat-syarat polisi |4.15 |0.759 |
|5 |Memahami keperluan intim secara khusus |4.11 |0.722 |
| |Keseluruhan |4.12 |0.543 |

4.3.1.2 Dimensi perancangan kewangan yang mengikut kehendak pelanggan

Dimensi ini diwakili oleh empat kenyataan. Dapatan kajian adalah seperti Jadual 4.3.1.2. Kenyataan “Peruntukan bagi kebolehtukaran produk” mempunyai nilai min yang tertinggi iaitu 4.04. Ini diikuti oleh kenyataan “Kesediaan untuk meyelesaikan produk secara fleksibel” yang mempunyai nilai min 3.99. Untuk kenyataan “Penyediaan jadual pembayaran yang fleksibel” mempunyai nilai min 3.92 dan kenyataan “pertambahan perkhidmatan” yang mempunyai nilai min yang rendah iaitu 3.85. Secara keseluruhan nilai min untuk dimensi ini adalah agak sederhaan dengan nilai 3.95.

Jadual 4.3.1.2: Dimensi perancangan kewangan yang mengikut kehendak pelanggan
|No. |Kenyataan dimensi perancangan kewangan yang mengikut kehendak pelanggan |Min |Sisihan Piawai |
|1 |Penyediaan jadual pembayaran yang fleksibel |3.92 |0.778 |
|2 |Kesediaan untuk meyelesaikan produk secara fleksibel |3.99 |0.738 |
|3 |Peruntukan bagi kebolehtukaran produk |4.04 |0.773 |
|4 |Pertambahan perkhidmatan |3.85 |0.714 |
| |Keseluruhan |3.95 |0.678 |

4.3.1.3 Dimensi kecekapan

Terdapat lima kenyataan yang mewakili dimensi ini (Jadual 4.3.1.3). Kenyataan yang mempunyai nilai min yang tertinggi adalah kenyataan “Yuran yang cepat dan mudah penyelesaian tuntutan” iaitu 4.64. Ini diikuti dengan kenyataan “Akses mudah kepada maklumat” yang mempunyai nilai min 4.35. Kenyataan “Mekanisme pengendali masalah yang cepat dan cekap” pula mempunyai nilai min 4.34 dan kenyataan “Kakitangan yang cekap” mempunyai nilai min 4.14. Kenyataan yang rendah nilai minnya adalah kenyataan “Staf boleh dipercayai dalam menangani masalah pelanggan” 3.59. Secara keseluruhan nilai min untuk dimensi ini adalah tinggi dengan nilai 4.21.

Jadual 4.3.1.3: Dimensi kecekapan

|No. |Kenyataan dimensi kecekapan |Min |Sisihan Piawai |
|1 |Staf boleh dipercayai dalam menangani masalah pelanggan |3.59 |0.715 |
|2 |Kakitangan yang cekap |4.14 |0.768 |
|3 |Akses mudah kepada maklumat |4.35 |0.480 |
|4 |Mekanisme pengendali masalah yang cepat dan cekap |4.34 |0.600 |
|5 |Yuran yang cepat dan mudah penyelesaian tuntutan |4.64 |0.483 |
| |Keseluruhan |4.21 |0.478 |

4.3.1.4 Dimensi kewujudan

Dimensi kewujudan diwakili oleh empat kenyataan (Jadual 4.3.1.4). Kenyataan yang mempunyai nilai min yang tinggi adalah “Layanan yang baik ditawarkan di setiap cawangan” 4,65. Ini disusuli dengan kenyataan “Bilangan cawangan yang mencukupi” dengan nilai minnya 4.55. Kenyataan “Mudah untuk mencari lokasi cawangan” mempunyai nilai min yang agak tinggi iaitu 4.54. Kenyataan “Memiliki pensijilan dan pengiktirafan produk insuran yang baik” mempunyai nilai min 4.34. Secara keseluruhan nilai min bagi dimensi ini adalah tinggi iaitu 4.52.

Jadual 4.3.1.4: Dimensi kewujudan

|No. |Kenyataan dimensi kewujudan |Min |Sisihan Piawai |
|1 |Bilangan cawangan yang mencukupi |4.55 |0.500 |
|2 |Mudah untuk mencari lokasi cawangan |4.54 |0.602 |
|3 |Layanan yang baik ditawarkan di setiap cawangan |4.65 |0.480 |
|4 |Memiliki pensijilan dan pengiktirafan produk insuran yang baik |4.34 |0.582 |
| |Keseluruhan |4.52 |0.427 |

4.3.1.5 Dimensi imej korporat

Jadual 4.3.1.5: Dimensi imej korporat

|No. |Kenyataan dimensi imej korporat |Min |Sisihan Piawai |
|1 |Berinovasi dalam memperkenalkan produk baru |4.14 |0.607 |
|2 |Ejen yang berbudi bahasa |4.40 |0.492 |
|3 |Nilai produk yang setara dengan wang |4.49 |0.524 |
|4 |Mudah dan kurang prosedur yang mengambil masa untuk membeli sesuatu polisi |4.36 |0.624 |
|5 |Kewangan syarikat yang stabil |4.27 |0.684 |
| |Keseluruhan |4.33 |0.468 |

Dimensi imej korporat diwakili oleh lima kenyataan seperti dalam Jadual 4.3.1.5. Kenyataan yang mempunyai nilai min yang tertinggi adalah “Nilai produk yang setara dengan wang” dengan nilai min 4.49 dan kenyataan “Ejen yang berbudi bahasa” mempunyai nilai min 4.40. “ Di susuli dengan kenyataan “Mudah dan kurang prosedur yang mengambil masa untuk membeli sesuatu polisi” dengan nilai min 4.36. Kenyataan “Kewangan syarikat yang stabil” hanya mempunyai nilai min 4.27. Kenyataan yang mempunyai nilai min yang terendah iaitu 4.14 adalah “Berinovasi dalam memperkenalkan produk baru”. Namun secara keseluruhan nilai min adalah tinggi untuk dimensi ini iaitu 4.33.

4.3.1.6 Dimensi teknologi

Dimensi teknologi mempunyai tiga kenyataan seperti dalam Jadual 4.3.1.6. Kenyatan yang mempunyai nilai min yang tertinggi adalah “pengendalian aduan yang cepat, melalui talian” dengan nilai min 4.65. Diikuti dengan kenyataan “Transaksi dalam talian yang mudah” dengan nilai min 4.54. Akhir sekali kenyataan “Memberikan maklumat yang proaktif melalui e-mel atau SMS” mempunyai nilai min 4.34. Secara keseluruhan nilai min untuk dimensi ini adalah tinggi iaitu 4.51.

Jadual 4.3.1.6: Dimensi Teknologi
|No. |Kenyataan dimensi teknologi |Min |Sisihan Piawai |
|1 |Transaksi dalam talian yang mudah |4.54 |0.602 |
|2 |Pengendalian aduan yang cepat, melalui talian |4.65 |0.480 |
|3 |Memberikan maklumat yang proaktif melalui e-mel atau SMS |4.34 |0.582 |
| |Keseluruhan |4.51 |0.451 |

2. Kepuasan Pengguna

Pemboleh ubah kepuasan pengguna mempunyai empat dimensi iaitu keberkesanan syarikat insuran, keberkesanan penyediaan perkhidmatan insurans, keberkesanan produk insurans dan peruntukan promosi dan diskaun.

4.3.2.1 Dimensi keberkesanan syarikat insuran

Merujuk kepada Jadual 4.3.2.1, dimensi ini mempunyai lima kenyataan. Kenyatan yang mempunyai nilai min yang tertinggi iaitu 4.64 adalah “Masa menunggu di pejabat”. Diikuti oleh kenyataan “Masa yang di ambil dalam menyelesaikan proses pembelian” dengan nilai min 4.62. Ia disusuli dengan kenyataan “Infrastruktur di pejabat insurans” dengan nilai min 4.51. Seterusnya kenyataan “Prosedur pembelian insurans” mempunyai nilai min 4.43 dan akhir sekali kenyataan “Akses ke pejabat insurans” mempunyai nilai min 4.11. Secara keseluruhan nilai min untuk dimensi ini adalah tinggi iaitu 4.46.

Jadual 4.3.2.1: Dimensi keberkesanan syarikat insuran

|No. |Kenyataan dimensi keberkesanan syarikat insurans |Min |Sisihan Piawai |
|1 |Masa yang di ambil dalam menyelesaikan proses pembelian |4.62 |0.489 |
|2 |Masa menunggu di pejabat |4.64 |0.483 |
|3 |Akses ke pejabat insurans |4.11 |0.722 |
|4 |Prosedur pembelian insurans |4.43 |0.519 |
|5 |Infrastruktur di pejabat insurans |4.51 |0.503 |
| |Keseluruhan |4.46 |0.444 |

4.3.2.2 Dimensi keberkesanan penyediaan perkhidmatan insurans

Dimensi ini mempunyai enam kenyataan (Jadual 4.3.2.2). Kenyataan yang mempunyai nilai min yang tertinggi adalah “Cara berkomunikasi pekerja” dengan nilai min 4.44. Di susuli dengan kenyataan “Kelakuan pekerja” yang mempunyai nilai min 4.03. Namun kenyatan selebihnya hanya berada pada tahap sederhaan iaitu kenyataan “Tahap pengetahuan pekerja yang dihubungi” nilai min 3.99, kenyataan “Insurans adalah mengikuti kepatuhan Syariah” nilai min 3.59, kenyataan “Jawapan kepada pertanyaan anda” nilai min 3.58, dan kenyataan “sikap pekerja” nilai min 3.31. Secara keseluruhan nilai min dimensi ini berada pada tahap yang sederhana dengan nilai min 3.82.

Jadual 4.3.2.2: Dimensi keberkesanan penyediaan perkhidmatan insurans
|No. |Kenyataan dimensi keberkesanan penyediaan perkhidmatan insurans |Min |Sisihan Piawai |
|1 |Cara berkomunikasi pekerja |4.44 |0.521 |
|2 |Jawapan kepada pertanyaan anda |3.58 |0.716 |
|3 |Insurans adalah mengikuti kepatuhan Syariah |3.59 |0.494 |
|4 |Kelakuan pekerja |4.03 |0.781 |
|5 |Sikap pekerja |3.31 |1.171 |
|6 |Tahap pengetahuan pekerja yang dihubungi |3.99 |0.738 |
| |Keseluruhan |3.82 |0.574 |

4.3.2.3 Dimensi keberkesanan produk insurans

Dimensi keberkesanan produk insirans diwakili oleh enam kenyataan (Jadual 4.3.2.3). Kenyataan yang mempunyai nilai min yang tertinggi iaitu 4.51 adalah “kadar premium”. Disusuli dengan kenyataan “Tanggungan risiko” dengan nilai min 4.46 dan kenyataan “ciri-ciri produk insuran” nilai min 4.42. Seterusnya nilai min untuk kenyataan “pembayaran premium” dengan nilai min 4.23. Diikuti dengan kenyataan “tahap maklumat yang tersembunyi” dengan nilai min 4.13. Akhir sekali kenyataan “Huraian terhadap polisi” dengan nilai min 3.77. Secara keseluruhan nilai min untuk dimensi ini adalah tinggi dengan nilai min 4.25.

Jadual 4.3.2.3 Dimensi keberkesanan produk insurans
|No. |Kenyataan dimensi keberkesanan produk insurans |Min |Sisihan Piawai |
|1 |Kadar premium |4.51 |0.524 |
|2 |Pembayaran premium |4.23 |0.731 |
|3 |Huraian terhadap polisi |3.77 |0.944 |
|4 |Ciri-ciri produk insuran |4.42 |0.598 |
|5 |Tanggungan risiko |4.46 |0.620 |
|6 |Tahap maklumat yang tersembunyi |4.13 |0.718 |
| |Keseluruhan |4.25 |0.520 |

4.3.2.4 Dimensi peruntukan promosi dan diskaun

Terdapat tiga kenyataan untuk dimensi ini (Jadual 4.3.2.4). Kenyataan yang tertinggi nilai minnya iaitu 4.51 adalah kenyataan “Promosi dan diskaun”. Diikuti dengan kenyataan “Iklan” dengan nilai min 4.23 dan kenyataan “Perkhidmatan melalui media elektronik” mempunyai nilai min 3.77. Secara keseluruhan dimensi ini mempunyai nilai min yang agak tinggi iaitu 4.17.

Jadual 4.3.2.4: Dimensi peruntukan promosi dan diskaun
|No. |Kenyataan dimensi peruntukan promosi dan diskaun |Min |Sisihan Piawai |
|1 |Promosi dan diskaun |4.51 |0.524 |
|2 |Iklan |4.23 |0.731 |
|3 |Perkhidmatan melalui media elektronik |3.77 |0.944 |
| |Keseluruhan |4.17 |0.641 |

4.3.3 Tahap keseluruhan pemboleh ubah

Dapatan kajian telah menunjukkan bahawa tahap pemboleh ubah kualiti perkhidmatan secara keseluruhan adalah tinggi dengan nilai min 4.26. Begitu juga dengan nilai min untuk pemboleh ubah kepuasan pengguna dengan nilai min 4.16 (Jadula 4.3.3). Dapatan ini menunjukkan bahawa kedua-dua pemboleh ubah mempunyai nilai min yang tinggi secara keseluruhan dan juga nilai min yang tinggi untuk setiap dimensi yang mewakilinya.

Jadual 4.3.3: Tahap keseluruhan pemboleh ubah

|No. |Tahap keseluruhan pemboleh ubah |Min |Sisihan Piawai |
|1 |Kualiti perkhidmatan |4.26 |0.456 |
|2 |Kepuasan pengguna |4.16 |0.479 |

4. Analisis Korelasi
Korelasi

1. Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan

|No |Dimensi kualiti perkhidmatan |r |Sig |
|1 |Jaminan |0.820 |0.00** |
|2 |Perancangan kewangan yang mengikut kehendak pelanggan |0.701 |0.00** |
|3 |Kecekapan |0.778 |0.00** |
|4 |Kewujudan |0.732 |0.00** |
|5 |Imej korporat |0.719 |0.00** |
|6 |Teknologi |0.686 |0.00** |

** korelasi signifikan pada tahap 0.01.

2. Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi syarikat insurans

|No |Dimensi kualiti perkhidmatan |r |Sig |
|1 |Jaminan |0.507 |0.00** |
|2 |Perancangan kewangan yang mengikut kehendak pelanggan |0.521 |0.00** |
|3 |Kecekapan |0.625 |0.00** |
|4 |Kewujudan |0.836 |0.00** |
|5 |Imej korporat |0.655 |0.00** |
|6 |Teknologi |0.795 |0.00** |

** korelasi signifikan pada tahap 0.01.

3. Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi keberkesanan penyediaan perkhidmatan insurans

|No |Dimensi kualiti perkhidmatan |r |Sig |
|1 |Jaminan |0.767 |0.00** |
|2 |Perancangan kewangan yang mengikut kehendak pelanggan |0.622 |0.00** |
|3 |Kecekapan |0.691 |0.00** |
|4 |Kewujudan |0.691 |0.00** |
|5 |Imej korporat |0.631 |0.00** |
|6 |Teknologi |0.615 |0.00** |

** korelasi signifikan pada tahap 0.01.

4. Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi keberkesanan produk insurans

|No |Dimensi kualiti perkhidmatan |r |Sig |
|1 |Jaminan |0.829 |0.00** |
|2 |Perancangan kewangan yang mengikut kehendak pelanggan |0.692 |0.00** |
|3 |Kecekapan |0.735 |0.00** |
|4 |Kewujudan |0.580 |0.00** |
|5 |Imej korporat |0.671 |0.00** |
|6 |Teknologi |0.582 |0.00** |

** korelasi signifikan pada tahap 0.01.

5. Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi peruntukan promosi dan diskaun

|No |Dimensi kualiti perkhidmatan |r |Sig |
|1 |Jaminan |0.783 |0.00** |
|2 |Perancangan kewangan yang mengikut kehendak pelanggan |0.656 |0.00** |
|3 |Kecekapan |0.728 |0.00** |
|4 |Kewujudan |0.506 |0.00** |
|5 |Imej korporat |0.606 |0.00** |
|6 |Teknologi |0.456 |0.00** |

** korelasi signifikan pada tahap 0.01.

4.4.1 Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan
4.4.2 Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi syarikat insurans
4.4.3 Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi penyediaan perkhidmatan insuran
4.4.4 Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi produk insuran
4.4.5 Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi promosi dan diskaun

5. Analisis Regrasi
Analisis regrasi pelbagai dijalankan untuk melihat sumbangan pembolehubah bebas yang paling dominan terhadap pembolehubah bersandar, iaitu di antara persepsi dan literasi guru terhadap sikap
Regrasi Berganda

1. Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan

|No |Dimensi kualiti perkhidmatan |B |Sig |
| |Konstant |-0.165 |0.541 |
|1 |Jaminan |0.607 |0.000 |
|2 |Perancangan kewangan yang mengikut kehendak pelanggan |-0.004 |0.958 |
|3 |Kecekapan |-0.134 |0.341 |
|4 |Kewujudan |1.510 |0.000 |
|5 |Imej korporat |0.077 |0.520 |
|6 |Teknologi |-1.053 |0.000 |

R = 0.903, R² = 0.815, F = 61.799, Sig = 0.000

2. Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi syarikat insurans

|No |Dimensi kualiti perkhidmatan |B |Sig |
| |Konstant |0.332 |0.278 |
|1 |Jaminan |0.173 |0.032 |
|2 |Perancangan kewangan yang mengikut kehendak pelanggan |-0.044 |0.631 |
|3 |Kecekapan |-0.222 |0.163 |
|4 |Kewujudan |1.549 |0.000 |
|5 |Imej korporat |-0.016 |0.906 |
|6 |Teknologi |-0.534 |0.064 |

R = 0.852, R² = 0.726, F = 37.041, Sig = 0.000

3. Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi keberkesanan penyediaan perkhidmatan insurans

|No |Dimensi kualiti perkhidmatan |B |Sig |
| |Konstant |-1.122 |0.001 |
|1 |Jaminan |0.857 |0.000 |
|2 |Perancangan kewangan yang mengikut kehendak pelanggan |0.114 |0.230 |
|3 |Kecekapan |-0.621 |0.000 |
|4 |Kewujudan |3.174 |0.000 |
|5 |Imej korporat |-0.011 |0.939 |
|6 |Teknologi |-2.377 |0.000 |

R = 0.909, R² = 0.826, F = 66.336, Sig = 0.000

4. Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi keberkesanan produk insurans

|No |Dimensi kualiti perkhidmatan |B |Sig |
| |Konstant |0.389 |0.285 |
|1 |Jaminan |0.631 |0.000 |
|2 |Perancangan kewangan yang mengikut kehendak pelanggan |-0.084 |0.443 |
|3 |Kecekapan |0.214 |0.258 |
|4 |Kewujudan |-0.064 |0.869 |
|5 |Imej korporat |0.199 |0.216 |
|6 |Teknologi |0.027 |0.936 |

R = 0.847, R² = 0.718, F = 35.613, Sig = 0.000

5. Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi peruntukan promosi dan diskaun

|No |Dimensi kualiti perkhidmatan |B |Sig |
| |Konstant |-0.187 |0.683 |
|1 |Jaminan |0.780 |0.000 |
|2 |Perancangan kewangan yang mengikut kehendak pelanggan |-0.015 |0.910 |
|3 |Kecekapan |0.293 |0.218 |
|4 |Kewujudan |1.262 |0.011 |
|5 |Imej korporat |0.162 |0.423 |
|6 |Teknologi |-1.428 |0.001 |

R = 0.840, R² = 0.705, F = 33.445, Sig = 0.000

4.5.1 Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan
4.5.2 Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi syarikat insurans
4.5.3 Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi penyediaan perkhidmatan insuran
4.5.4 Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi produk insuran
4.5.5 Dimensi kualiti perkhidmatan terhadap kepuasan pelanggan dimensi promosi dan diskaun

6. Kesimpulan

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