| Summary: | The purpose of this study is to examine the extent of effectiveness of the online
examination using electronic learning management system (e-LMS) services in the
Malaysian Takaful sector for Takaful Basic Examination (TBE). TBE is conducted
through online examination which is a web-based examination system (ES). The TBE
is an entry qualification for all those who intend to become registered takaful agents in
the financial services industry promoting takaful products and services. The term
Takaful refers to the concept of Islamic insurance based on mutual cooperation, where
both risks and funds are shared between the insured and insurer. TBE is a mandatory
license-to-practice qualification to enhance the competency and professionalism of
takaful agents. It is also an induction for individuals who intend to pursue a career in
Takaful. The study also aims to address issues concerning quality of services by
focusing on the following: ease of use, information security and reliability and its role
in influencing customer adoption of electronic services, as well as the mechanisms of
monitoring and control over these services. The research employed the analytic and
descriptive methodology, by collecting secondary data on candidates sitting for the
examination. This was then compared to the passing rate from the year 2012 until 2016.
The findings show that online examinations have succeeded in attaining significant
customer satisfaction by improving electronic services, facilitating electronic
transactions, improving processing performance and enhancing the specifications of
electronic services. In addition, the Takaful institutions have achieved effective
communication with their customers as well as speeding up of applications. However,
there is an absence of awareness and guidance for candidates about the e-examination
system. The results of this research led to some recommendations to improve the
electronic services provided by Takaful institutions in order to enhance customer and
institution’s satisfaction. (Abstract by authors)
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