ISSN: 2222-6990
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To switch or not to switch? This is the key question that the general insurance policyholders would ask at the end of the term of their insurance contract. The decision to switch or to renew is based on many factors. As such, in this study, service quality, price and trust/loyalty were tested against switching intention. To find answers to this question, a quantitative data collection from 100 general policyholders were obtained and analyzed. The findings indicated that, service quality and price have significant positive relationship towards switching intention. But amongst the three independent variables, only service quality has a significant unique contribution towards switching intention. The implication for the insurance provider included to maintain, sustain and continually enhance the services that they provide to policyholder because dissatisfaction with the services provided might result in the loss of customer which in turn reduce its profitability.
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In-Text Citation: (Arham et al., 2020)
To Cite this Article: Arham, A. F., Norizan, N. S., Razak, N. A., Mahmud, N., Hisham, M. N. M., & Nawi, A. R. M. (2020). Is Switching Intention an Alarming Issue for General Insurance Providers? Malaysia’s Perspectives. International Journal of Academic Research in Business and Social Sciences, 10(3), 264–271.
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