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Judiciary Ststem of Myanmar : Case Management Programme (Case Stiudy on the Dagon Township Court) (Ye Han Zaw, 2025)
No full textThis study examines the implementation and effectiveness of the Case
Management Programme (CMP) in Myanmar's judiciary, with a focus on the South
Dagon Township Court. The research aims to analyze litigants' attitudes and awareness
of the CMP and evaluate its impact on judicial efficiency and fairness. A mixed-
methods approach was employed, combining surveys with 150 litigants and qualitative
interviews to gather primary data, supplemented by secondary sources such as legal
texts and judicial reports. Findings indicate moderate improvements in case processing
efficiency, particularly in scheduling predictability and overall process efficiency.
However, challenges persist, including delays in final judgments, inconsistent language
accessibility, and financial burdens for litigants. While the CMP has enhanced
transparency and judicial impartiality, its full potential is hindered by systemic barriers
such as resource constraints and low legal awareness. The study concludes with
recommendations for strengthening legal education, improving resource allocation, and
ensuring consistent implementation to further enhance the CMP's effectiveness in
delivering timely and fair justice
Customer Saving Intention and Saving Behaviour at KBZ Bank (May May Kyi, 2025)
Get PDFThis research seeks to explore the elements affecting customer saving motivation
at KBZ Bank and to evaluate the impact of saving motivation on customer saving actions.
A quantitative research approach is utilized, employing both primary and secondary data.
For gathering primary data, 393 savings customers were chosen through a straightforward
random sampling technique. This research examines financial literacy, financial
advantages, future perspective, self-discipline, and saving attitude as factors that influence
outcomes. The research indicates that every recognized factor influences the intention to
save. The results also show that the intention to save influences saving habits. KBZ Bank
should proactively improve its customers’ financial understanding by providing financial
literacy initiatives via multiple platforms, including workshops, digital materials, and
resources available through a mobile app. These initiatives can assist clients in managing
their finances more efficiently, differentiating between necessities and desires, and tracking
their expenditures more effectively
A Study on Clients's Perception Towards Health Insurance (Case Study: Myanma Insurance) ( Yu Mon Win, 2025)
Get PDFThe objectives of the study are to identify the factors influencing client’s
perception towards health insurance and to investigate the perceptions of clients
towards health insurance in Myanma Insurance. Using both primary and secondary
data, the research focuses on how individuals experience and respond to perception in
their environment. A structured survey was conducted with 350 respondents from
enrolled to Myanma insurance. The findings highlight that perception of respondent
on customer satisfaction, reasons to buy an insurance policy and perception with
health insurance provider and policy on purchase intention towards health insurance.
On the other hand, there was no discernible impact of insurance literacy on the desire
to obtain health insurance. Reasons for purchasing an insurance policy had the most
positive impact on purchase intention among the categories, whereas respondents'
perceptions of customer satisfaction have the least impact. The study aimed to
investigate the impact of the views on voluntary enrollment in health insurance
schemes and the demand-side perception characteristics of clients toward health
insurance. One important conclusion was that consumers enrolled in health insurance
plans if their close friends and family members were beneficiaries or would help
cover their medical expenses in any manner. Customers' propensity for health
insurance may be further increased by Myanma Insurance
Analysis of Perceptions on Costs and Benefits of Public Bus Transportation in Yangon ( Zin Mar Myint Thein, 2025)
Get PDFPublic bus transportation plays a crucial role in urban mobility. The main
objectives of this study are to investigate the costs and benefits of the public bus
transportation (PBT) system in Yangon City, focusing perceptions on both passengers
and bus operators. Using a structured questionnaire, data were collected from 385
regular bus users and 50 bus owners/operators, providing a comprehensive view of
experiences across Yangon. The study employed descriptive analysis and factor analysis
to examine cost components such as fuel, labor, infrastructure, and external factors,
alongside the economic, social, and environmental benefits perceived by passengers.
Findings reveal that bus operators are particularly concerned about fuel and labor costs,
infrastructure expenses, and external challenges like traffic congestion, which
collectively strain financial sustainability. Passengers, on the other hand, recognize
significant social benefits, especially in terms of accessibility and inclusivity, along with
strong appreciation for the system’s positive environmental impact and economic
advantages such as affordability and support for local businesses. These insights
highlight the critical role of public buses in Yangon’s urban mobility while providing
the need for policy interventions to address cost pressures and enhance service quality
for sustainable transport development
Credit Assessment Practices and Loan Performance at Myanmar Citizens Bank (Okkar Min, 2025)
Get PDFThis study aimed to identify the credit assessment practices of MCB Bank, to
analyze the effect of credit assessment practices on loan performance at MCB Bank and
to analyze the moderating role of government policy on the relationship between credit
assessment practices and loan performance at MCB Bank. Primary data were collected
through a structured questionnaire to 78 credit-related employees at MCB Bank Head
Office using simple random sampling. The results showed that all five examined credit
assessment practices including credit screening, credit appraisal, credit terms, credit
approval, and credit monitoring are significant and positively effect loan performance.
Additionally, government policy was found significantly moderate the relationships
between credit appraisal, credit approval, and credit monitoring with loan performance.
Specifically, the moderating effect of government policy on credit appraisal was
negative, due to regulatory interventions such as interest rate ceilings imposed by CBM
and foreign exchange control directives. Conversely, government policy positively
moderated the effects of credit approval and monitoring, suggesting that a supportive
policy can enhance these functions. The study recommended that strengthening credit
assessment practices through data-driven monitoring systems, forward-looking
appraisal techniques, and adaptable credit terms to improve loan performance
The Effect of Service Quality on Customer Satisfaction Towards Yoma Plus+ Financial Products (Phone Myat Moe, 2025)
Get PDFThe main objective of this study is to examine the effect of service quality on
customer satisfaction toward Yoma Plus+ financial products in Myanmar, with
particular emphasis on the five SERVQUAL dimensions: tangibles, reliability,
responsiveness, assurance, and empathy. The study collected primary data from 100
corporate customers of Yoma Fleet Limited using a structured questionnaire, with the
sample size determined through simple random sampling. Secondary data were
gathered from academic journals, research papers, and company reports. This research
applied a quantitative research method, employing descriptive statistics and multiple
linear regression analysis to assess the relationship between the effect of service
quality and customer satisfaction. The findings reveal that tangibles, reliability, and
empathy have significant positive effects on customer satisfaction. Moreover, the
study finds that customer expectations as a moderate variable enhance the relationship
between tangibles, reliability, assurance and empathy and satisfaction. These results
provide practical implications for Yoma Fleet Limited to prioritize service reliability,
digital interface quality, and personalized customer engagement to enhance
satisfaction and foster lasting customer relationships in Yoma Plus+ volving financial
services landscape
Effect of After-sales Services on Customer Satisfaction and Retention towards Royal Ayeyarwaddy Co., Ltd (Hla Win, 2025)
Get PDFThe objectives of this research are to analyze the effect of after-sales services on
customer satisfaction, and to analyze the mediating effect of customer trust on the
relationship between customer satisfaction and customer retention. The study employs both
primary and secondary data. The respondents are 229 customers out of 565 customers in
Royal Ayeyarwaddy Co., Ltd (2024). They are selected by using a simple random sampling
method with Raosoft calculator. Online survey method is used in this study to collect
primary data. Secondary data are collected through textbooks, academic journals, related
research and website. Descriptive statistics and regression analysis are used to evaluate the
data. According to the regression results, repairs and maintenance practices, product and
service deliveries and complaint and compliment handling have positive and significant
effect on customer satisfaction. It is also found that there is a mediating effect of customer
trust on the relationship between customer satisfaction and customer retention. Based on
the finding, Royal Ayeyarwaddy Co., Ltd should prioritize these areas while refining
quality of customer service to improve customer retention
Factors Affecting Customer Retention at Aya Myanmar Life Assurance Co., Ltd (Shwe Poe Eain, 2025)
Get PDFThis study aims to analyze to identify factors affecting customer retention and to
analyze factors affecting customer retention at AYA Myanmar Life Assurance Co., Ltd.
Product, premium, customer relationship, and trust are analyzed as factors affecting on
customer retention. Descriptive statistics and quantitative research methods are used. In
this study, 344 customers are selected as sample size by simple random sampling method.
Regression analysis is used to analyze the data. Regression result indicates that all
influencing factors have positive effect on customer retention. Among significant factors,
relationship is the most influential factor on customer retention. Based on the findings,
AYA Myanmar Life Assurance should engage with customers beyond transactional
interactions by offering regular follow-ups, thoughtful communication, and timely
support tailored to individual needs. It should establish clear and transparent complaint
handling procedures that ensure every customer concern is acknowledged quickly and
followed up with regular updates until resolution. Moreover, it should develop and offer a
broad range of life insurance products designed to meet the diverse needs and preferences
of its customers. Additionally, it should set insurance premium charges that are affordable
and reasonable compared to other insurance companies to attract and retain customers.
Finally, it should foster a culture of integrity and empathy, encouraging employees to
prioritize customer needs and offer personalized assistance with patience and respect
Effect of Hospital Service Quality on Patient Satisfaction and Patient Loyalty towards Yangon General Hospital (Nway Ei Ei Cho, 2025)
Get PDFThe objectives of this study are to analyze the effect of service quality on patient satisfaction and to analyse the mediating effect of patient trust on the relationship between patent satisfaction and patient loyalty in Yangon General Hospital. In this study, both primary and secondar data are utilized. The sample size is 251 patients selected from 720 in-patients in medical wards by using Raosoft sample size calculator with a simple random sampling method. Primary data are collected from using survey self-administrated structured questionnaires based on a five-point Likert scale. Secondary data are sourced from relevant textbooks, academic articles, research papers, thesis, journals, websites, and other reliable online resources. Both descriptive statistics and regression analysis are applied for primary data analysis. According to the results, it is found that quality of service (facility and environment, service procedure, and administrative personnel) have significant and positive effect on patient satisfaction of Yangon General Hospital. There is mediating effect of patient trust on the relationship between patient satisfaction and patient loyalty. The study reveals that hospital should focus the hospital should focus on strengthening administrative personnel and service procedure to improve overall performance of hospital. Building and maintaining trust must be a core component of YGH’s service improvement strategy
Effect of Corporate Social Responsibility on Organizational Performance of Global Treasure Bank (Hnin Wai Htwe, 2025)
Get PDFThis study aims to analyze the effects of corporate social responsibility on organizational performance and to analyze the moderating effect of government policies on the relationship between corporate social responsibility and organizational performance of Global Treasure Bank. The study uses both primary and secondary data to meet its goals. There are 110 loyal customers who has more than three years’ experience at GTB in 2024. The 86 customers are calculated by using Raosoft sample size calculator and selected by using simple random sampling method. Primary data is collected through an online survey with structured questionnaire. Secondary data are obtained from previous research papers, journals, articles, textbooks, prospective firms' records, and relevant websites. The data collection method is an online survey. For data analysis, descriptive statistics and regression analysis are used to analyze data. The findings show that philanthropic, ethical, and environmental CSR activities have positive and significant effect on customer satisfaction. However, government policies have no moderating effect on the relationship between CSR and customer satisfaction. Philanthropic CSR activities and environmental CSR activities have positive and significant effect on customer retention. Government policies have negative partial moderating effect on the relationship between philanthropic CSR and customer retention. Moreover, government policies have positive partial moderating effect on the relationship between ethical CSR and customer retention. Based on these results, GTB should continue to focus on CSR, expand its philanthropic work, and promote digital banking, waste reduction, and customer education on environmental benefits to get customer retention