Effect of policy and service quality of SOCSO on client satisfaction, moderated by client knowledge

• Main Author: Dinesh Kumar, Saundra Rajan
• Format: Thesis
• Language: English; English
• Published: 2019
• Subjects: HF5415.33 Consumer Behavior.
• Online Access: https://etd.uum.edu.my/8066/1/s900766_01.pdf; https://etd.uum.edu.my/8066/2/s900766_02.pdf; https://etd.uum.edu.my/8066/
• Institution: Universiti Utara Malaysia

The number of complaints made by SOCSO’s clients towards SOCSO gradually increase. Therefore, the annual goals of SOCSO are not consistently achieved. The policy makers and the service providers of SOCSO need to understand the client’s perception on the quality of service offered. Thus, this research attempted to study the effect of policy and the perceived service quality of SOCSO on client satisfaction. Besides, the study also examined the moderation effect of client knowledge on client satisfaction. This study was conducted all over Malaysia through the stratification of sampling in each state of the country. Five hundred and seven questionnaires were distributed but only 384 questionnaires were usable, yielding a response rate of 75.74%. The findings revealed that there are direct relationships between policy, perceived service quality and client satisfaction. The findings also showed that client knowledge moderated the relationships between policy, perceived service quality and client satisfaction. The theoretical implications of the study is the inclusion of client knowledge as the moderator in assimilation contrast theory. The practical implication of the study is assisting the organization to rework policy structure of SOCSO which consist of deductions and compensation coverage. The study concludes with limitations and suggestions for future work while some recommendations have been made to improve client satisfaction.