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The purpose of this paper is to evaluate customers’ general expectation and perception of insurers in terms of services offered at the insurance service counter (ISC). Other than that, this paper also examines the relationship between the demographic factors and SERVQUAL mean score. The study…

Small and Medium Enterprises (SMEs) are key economic sector in Malaysia and the Malaysian government have over the past decades promoted development and growth initiatives such as ICT implementation to advance their overall economic agenda. This paper, therefore, examines the factors and adoption patterns of…