社会保险外文翻译文献Word文件下载.docx

社会保险外文翻译文献Word文件下载.docx

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DKSRajan，FSAAziz，NAManab

文献出处：

《InternationalAcademicResearchJournalofSocialScience》,2018,4

（1）:

12-18

字数统计：

英文3214单词，18876字符；

中文5415汉字

外文文献

MalaysianPerspective

AbstractSocialinsuranceisplayingacrucialroletodeliverfinancialservicestowardsthecustomers.Hence,servicequalityisthekeystosustainagoodperformanceofsocialinsuranceindustrytowardsitscustomers.InMalaysia,SocialSecurityOrganization（SOCSO）ispossessingthefunctionofsocialinsurance.ThisstudyadoptstheservicequalitydimensionsproposedbyParasuramanetal.,（1988）thatconsistoftangibles,reliability,responsiveness,assuranceandempathy.Surprisingly,littleresearchhasbeendonetoaddresstheimportanceofservicequalitydimensionsonthecustomer-basedperformanceofsocialinsuranceindustry.Thus,themainpurposeofthestudyistoinvestigatetheappropriatenessandtheimportanceofservicequalitydimensionsonthecustomer-basedperformanceofsocialinsuranceindustryinMalaysia.Thisconceptualpapertherefore,contributestotheknowledgebaseofservicequalitydimensionsbysystematicallyinvestigatingtheimportanceofservicequalitydimensionsonthecustomer-basedperformanceoforganizationacrossvariousindustriesandlinktowardstheperformanceofSOCSO.

Keywords:

ServiceQuality,SocialInsurance,SocialSecurityOrganisation,Customer-BasedPerformance

INTRODUCTION

Insuranceisapartofthefinancialserviceindustriesandplaysanimportantroleindeliveringbestperformancetothecustomer（Witkowska,2012）.Basically,insuranceindustryconsistsofeconomicandsocialinsurance（Levy&

Schady,2013）.Ingeneralform,socialsecurityinsuranceincludes:

retirement,disability,sicknessandaccident（Levy&

Schady,2013）.However,businessinsurancecanbedividedintopropertyandcasualty（Saad,2015）.Socialsecurityensuresthesocialminimumforpeoplewho:

havereachedretirementage,havehadanaccidentorbecomesick（Levy&

Schady,2013）.Theobjectiveistoprotecteconomicsecurityofproperty,andlifeandhealthoftheinsured.InMalaysia,SocialSecurityOrganisation（SOCSO）foundtobethelegalandmandatoryorganizationthatpossessedtheroleofsocialinsurance（Caraher,2003）.Itisimportantfortheinstitutionsofferinginsurancecoveragetotakecareofthequalityoftheperformancetoproducesatisfiedcustomer.Andsothestrategyofcustomerorientationintheinsuranceserviceseemstobetherightcourseofaction（Witkowska&

Lakstutiene,2014）.

InMalaysia,SOCSOgotmanycomplaintsfromthecustomersinrelationwiththeoverallperformanceoftheSOCSOtowardsthecustomer（TheStarOnline,2009）.Thestudiesoncomplaintresolutionfoundtobethebestcourseofactiontoimprovetheperformanceofanyorganization（Pandey,2015）.Incustomerorientedenvironment,examiningservicequalityisconsideredanessentialstrategytoimproveorganizationalperformance.Athoroughreviewofqualitymanagementprogramsrevealedthattheabilityofserviceproviderstoproperlyimplementservicequalityinexecutingjobsmayhaveasignificantimpactonindividualattitudeandbehaviorthatwillreflecttheperformanceoforganizationtowardsitscustomers（Osman&

Sentosa,2013;

Raza,Siddiquei,Awan&

Francis,2012;

Ouyang&

Xie,2010;

Ismail,Abdullah&

Francis,2009a）.Inaqualitymanagementperspective,servicequalityisoftenseenasaresultofcustomersatisfactionthatplayanimportantroleondefiningthequalityoforganizationalperformance（Osman&

Razaetal.,2012;

Parasuraman,Zeithaml&

Berry,1988）.Withintheworkplaceservicequalityprogram,manyscholarsviewthattangibility,responsiveness,reliability,empathy,assurance,andorganizationalperformance,thoughdifferent,werestronglyinterrelatedconstructs.Forexample,ifserviceprovidedbyanorganizationdidmeetacustomer’sneedsandexpectations,itshowsimprovedqualityoforganizationalperformance（Osman&

Walker,Johnson&

Leonard,2006）.

Inlocalcontext,servicequalityfoundtobeanimportantdeterminanttoevaluatetheperformanceofanorganizationthatdeliverfinancialservicestoitscustomers（Arokiasamy&

Tat,2014;

Akbar&

Parvez,2009）.Eventhoughthenatureoftherelationshipwassignificant,littlewasknownabouttheroleofservicequalityasanimportantpredictingfactorintheliteratureoforganizationalperformance（Osman&

Razaetal.,2012）.Scantofstudieshavebeendonetolinktheroleofservicequalityonevaluatingcustomer-basedperformanceofSOCSO.Therefore,thisstudylookingatthisnichesegmentwhichwasnotpreviouslystudiedfromMalaysianperspective（Ismail,Ahmad,Rose,Abdullah,Rahman&

Francis,2013）.Thus,itmotivatedtheresearcherstofurtherexplorethelinkbetweenservicequalityandcustomer-basedperformanceofSOCSO.

LITERATUREREVIEW

Theliteraturereviewwilldiscussonthelinkbetweenservicequalityandcustomer-basedperformanceofsocialinsuranceindustryfromMalaysianperspective,theappropriatenessandtheimportanceofservicequalitydimensions（tangibles,reliability,responsiveness,assuranceandempathy）onthecustomer-basedperformanceofSOCSO.Recentliteratureshavebeenreferredtolinktheservicequalitydimensionsandcustomer-basedperformance.

ServiceQualityandcustomer-basedperformanceofSocialInsuranceIndustry

Thegeneralobjectiveofsocialinsuranceindustryistoprotectsocialsecuritylifeandhealthoftheinsured.Institutionsofferinginsurancecoverageshouldtakecaretheservicequalityanddeliverqualitycustomerservice（Karto&

Peng,1986）.Andsothestrategyofcustomerorientedservicequalityseemstobetherightcourseofaction（Witkowska&

Thesocialinsuranceserviceisaproductintheformatofawrittenlegalcontractcoupledwithseveralrelatedservices.Theservicesprovidedareintheformofactivities（intangible/tangible）thatonepartyprovidestheother,andsuchservicesdonotleadtotheownershipofanything.Insuranceserviceisuniqueandstandsoutamongotherservicesowingtoitscomplexityandfutureconditionalservicesthatentailconsiderablelegalfeatures（Khondar&

Rahman,1993）.Theinsurancefirmsshouldidentifyapproachestomaketheirservicemoretangible,andtodevelopastandardizedqualityinthefaceofdeliveringservicestowardsitscustomers.Duringandfollowingtheissuanceoftheinsurancedocument,servicessuchasinforming,educating,andmotivating,maketheservicequalityunique（Saad,2015）.Customer-basedperformanceknownasfulfillmentofcustomers’expectationsandperceptions（Parasuraman,Berry&

Zeithaml,1991）.Customer-basedperformancedeemstobeanimportantfocusofeveryindustrythatdealingwithitscustomers.Assuch,socialinsuranceindustryrequirestofocusonitsperformancetowardsitscustomersbyemphasizingagoodservicequality.

InMalaysia,SOCSOseemstobethemandatoryorganizationthatrequirestoconductthefunctionsofsocialinsurancetowardstheinsured.Consequently,servicequalityseemstobeanimportantstrategyonSocialSecurityOrganization（SOCSO）,Malaysia（Rohaizat,Hassan&

Davis,2012）.ManystepshavebeentakenbySOCSOtoimproveservicequalitysuchasspeedupclaimsbyintroducingthee-electronicserviceincludingusingtheshortmessagesystem（SMS）andfacsimile（fax）intheclaimingofdisablementbenefitforemployeesinvolvedinaccidentduringwork（BeritaHarian,2003）.Withthesee-electronicservices,employeesareabletochecktheirapplicationstatusoftheirclaimwithinminutescomparedtoaweekbyusingletters,previously.ThiswillindirectlyimprovethequalityandefficiencyoftheSOCSO’sserviceswhileutilizingadvancedtechnology.Furthermore,SOCSOhasintroducedthe‘PERKESOPrihatin’thatensurespaymentinthreeworkingdaysfortemporarydisablementbenefitprovidedthattheemployeesshowedtheoriginaldocuments,completeallthenecessarydocumentsandappliesforaccidents（Rooshida,2010）.Therefore,theemployeeorhisorherfamilymustbefullycompensatedasquicklyaspossible;

notonlyfortheinjuriesthemselves,butalsofortheeffectstheyhavehadonhimorheremotionally,intellectuallyandfinancially（Merican,2010）.

Therefore,thesocialinsuranceindustry,especiallyinMalaysia,needstoutilizeservicequalityinordertoimproveperformanceoftheindustrytomeetcustomers’complexexpectations（Jamil&

Wei,2015）.Indeed,thefirmneedstomatchtheircurrentserviceswithotherservicesbeingofferedintheglobalandlocalmarkets（Saad,2015）.However,todeliveraqualityservice,anumberofmeasuringtechniques（servicequalitydimensions）haveemergedinpreviousstudiesthatarerelatedtotheservicequalityconcept（Saad,2015）.Servicequalitydimensionsrefertothepsychologicaldimensionsthatformthebasisofacustomer’sperceivedqualityofaservice.Whilenumerousmarketingresearchershaveattemptedtodefinethespecificdimensionsofservicequality,Parasuraman,ZeithamlandBerry（1985）introducedthatfivespecificdimensionsofservicequalityexistandapplyregardlessoftheserviceindustry:

tangible,reliability,responsiveness,assurance,andempathy.

Thestateddimensionsofservicequalityhavebeenadoptedinmanyscholarlyarticles.However,verylittlediscussionhasbeenpublishedtoconcludetheimportanceofservi