M.Phil / MS

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Factors Affecting Customer Satisfaction of Insurance and Takāful Industry: A Comparative Study of Pakistan
(Library Information Services COMSATS University Islamabad Lahore Campus, 2016-02-03) Hassan Jamil; FA13-MSMS-026; Dr. Waheed Akhtar; LHR TP 4373
Customer satisfaction is one of the most important antecedent to customer switching intension. Customer satisfaction has become of larger interest to researchers and marketers as a multiphaser concept as well as a useful segmentation of customers with more practical strategies. In Pakistan the majority of customers are Muslims it is therefore, important to identify and understand the factors that are affecting customer satisfaction, so that relationship between the three main constructs of customer satisfaction which are service quality, relationship quality and Shari’ah perceptions needs to be investigate. As customer satisfaction been considered as an important factor of customer switching we have gone further and investigated the partial mediating role of customer satisfaction to customer switching intentions. Moreover, this is a comparative study of conventional insurance and the Takāful industry. The SERVQUAL scale have been used to analyse the core service quality of the insurance and Takāful companies. The customers of major life insurance and family Takāful companies were taken by using convenient sampling method. The data was obtained from the 400 customers of both service providers (200 each). We used regression based approach process plugin developed by Hayes (2013). The results indicate that the service quality has a positive impact on customer satisfaction in life insurance and family Takāful respectively. The relationship quality has positively affecting the customer satisfaction in life insurance and family Takāful industry. The impact of Shari’ah perceptions in life insurance and family Takāful was also found significant. Furthermore, Customer switching intentions are mediated by customer satisfaction. The results of this research have some important implications for the insurance/Takāful practitioners and policymakers and for the market participants. It is essential for Insurance/Takāful operators to provide high standards of service quality and maintain and develop strong long term relationships with the customers in order to increase their satisfaction. For Takāful practitioners there is a need to develop clear understandings about the halal and haram among the customers.
Effect of Terrorism on Stock Markets: Empirical Evidence from SAARC Countries
(Library Information Services COMSATS University Islamabad Lahore Campus, 2016-02-02) Naukhaiz Chaudhry; FA13/MSMS/029; Dr. Waheed Akhtar; LHR TP 4705
Terrorist’s activities are biggest threat to the different regions of the world because these events increased dramatically in last 10 years. There were approximately 25000 terrorist attacks in SAARC countries since 2000 and causing major economic destructions. This study examines that the terrorism have significant negative impact on stock market returns of “highly effected” countries (Pakistan & India) and the “less effected” countries (Srilanka & Bangladesh) in SAARC region. These stock markets include Pakistan Stock Exchange (PSE), Colombo Stock Exchange (CSE), Chittagong Stock Exchange (CASPI) and Bombay Stock Exchange (BSESN). In highly effected countries, the negative impact lasts for one day, while in less effected countries this negative impact continues for second day as well. The stock markets of highly effected countries respond negatively only to the bombing type of attack. On the other hand, stocks markets of less effected countries are negatively effects by assassination and hostage-taking type of attack. Moreover, the stock markets of both kinds of countries do not respond negatively to the death toll because of terrorism. It is also found that the stock markets of these countries do not respond negatively to the natural disasters like earthquake

M.Phil / MS

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