The relationship of takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis
Takaful agents have become among the important distribution channels in Takaful industry. Besides selling Takaful products, the agents must practice Islamic ethical behaviour in dealing with customers. This research seeks to investigate the relationship between Takafu...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
World Business Institute
2013
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/40216/ http://irep.iium.edu.my/40216/1/Marhanum_journal_2013_2.pdf |
| _version_ | 1848781914092077056 |
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| author | Che Mohd Salleh, Marhanum Abdullah, Nurdianawati Irwani Razali, Siti Salwani |
| author_facet | Che Mohd Salleh, Marhanum Abdullah, Nurdianawati Irwani Razali, Siti Salwani |
| author_sort | Che Mohd Salleh, Marhanum |
| building | IIUM Repository |
| collection | Online Access |
| description | Takaful agents have become among the important distribution channels in Takaful industry. Besides selling Takaful products, the agents must practice Islamic ethical behaviour in dealing with customers. This research seeks to investigate the relationship between Takaful agents’ Islamic ethical behaviour and customers’ satisfaction, trust and commitment. As there are limited studies conducted in this area, this research provides a preliminary analysis with 30 Takaful customers. Data were collected through survey research design using questionnaire as the research instrument. Results indicate that there are positive significant relationship between Takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment. However, majority of the respondents were not fully agreed about the practice of Islamic ethical behaviour by their Takaful agents understudy. Thus, Takaful operators need to play their role in guiding and encouraging their agents to practice the Islamic ethical behaviour in marketing Takaful products in order to ensure the
publics’ satisfaction, trust, and commitment towards their Takaful scheme.
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| first_indexed | 2025-11-14T15:57:08Z |
| format | Article |
| id | iium-40216 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T15:57:08Z |
| publishDate | 2013 |
| publisher | World Business Institute |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-402162016-08-20T01:12:35Z http://irep.iium.edu.my/40216/ The relationship of takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis Che Mohd Salleh, Marhanum Abdullah, Nurdianawati Irwani Razali, Siti Salwani H Social Sciences (General) Takaful agents have become among the important distribution channels in Takaful industry. Besides selling Takaful products, the agents must practice Islamic ethical behaviour in dealing with customers. This research seeks to investigate the relationship between Takaful agents’ Islamic ethical behaviour and customers’ satisfaction, trust and commitment. As there are limited studies conducted in this area, this research provides a preliminary analysis with 30 Takaful customers. Data were collected through survey research design using questionnaire as the research instrument. Results indicate that there are positive significant relationship between Takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment. However, majority of the respondents were not fully agreed about the practice of Islamic ethical behaviour by their Takaful agents understudy. Thus, Takaful operators need to play their role in guiding and encouraging their agents to practice the Islamic ethical behaviour in marketing Takaful products in order to ensure the publics’ satisfaction, trust, and commitment towards their Takaful scheme. World Business Institute 2013-09 Article PeerReviewed application/pdf en http://irep.iium.edu.my/40216/1/Marhanum_journal_2013_2.pdf Che Mohd Salleh, Marhanum and Abdullah, Nurdianawati Irwani and Razali, Siti Salwani (2013) The relationship of takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis. Journal of Islamic Finance and Business Research, 2 (1). pp. 77-88. ISSN 1839-4299 http://www.wbiworld.org/journal#!__journal/vstc8=jifbr |
| spellingShingle | H Social Sciences (General) Che Mohd Salleh, Marhanum Abdullah, Nurdianawati Irwani Razali, Siti Salwani The relationship of takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis |
| title | The relationship of takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and
commitment: a preliminary analysis
|
| title_full | The relationship of takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and
commitment: a preliminary analysis
|
| title_fullStr | The relationship of takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and
commitment: a preliminary analysis
|
| title_full_unstemmed | The relationship of takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and
commitment: a preliminary analysis
|
| title_short | The relationship of takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and
commitment: a preliminary analysis
|
| title_sort | relationship of takaful agents’ islamic ethical behaviour towards customers’ satisfaction, trust and
commitment: a preliminary analysis |
| topic | H Social Sciences (General) |
| url | http://irep.iium.edu.my/40216/ http://irep.iium.edu.my/40216/ http://irep.iium.edu.my/40216/1/Marhanum_journal_2013_2.pdf |