Determinants of customer satisfaction in takaful (Islamic Insurance) services in Malaysia
This study investigates the pertinent components of satisfaction variables that could help the Takaful Insurance to identify and prioritise ways to gain customers. The study employed a quantitative research approach by conducting surveys through questionnaires to respondents from two universitie...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Penerbit Universiti Kebangsaan Malaysia
2018
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| Online Access: | http://journalarticle.ukm.my/20493/ http://journalarticle.ukm.my/20493/1/30085-102242-1-PB.pdf |
| _version_ | 1848815117539475456 |
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| author | Zaida Farhana Mohd Shaladdin, Mohd Zulkifli Mokhtar, Nur Haiza Muhammad Zawawi, |
| author_facet | Zaida Farhana Mohd Shaladdin, Mohd Zulkifli Mokhtar, Nur Haiza Muhammad Zawawi, |
| author_sort | Zaida Farhana Mohd Shaladdin, |
| building | UKM Institutional Repository |
| collection | Online Access |
| description | This study investigates the pertinent components of satisfaction variables that could help the Takaful Insurance to
identify and prioritise ways to gain customers. The study employed a quantitative research approach by conducting
surveys through questionnaires to respondents from two universities in Malaysia. The findings from the research proved
that service quality and the role of agents are significant towards the determinants of customer satisfaction in Takaful
insurance services. However, the performances of the takaful operators are found to be insignificant to the service quality.
In conclusion, takaful operators need to improve and strengthen their service quality and the role of their agents as well.
As for the performance of these takaful operators, customers do not rely much on it, and takaful operators should not
concentrate much on this factor while offering their services. |
| first_indexed | 2025-11-15T00:44:53Z |
| format | Article |
| id | oai:generic.eprints.org:20493 |
| institution | Universiti Kebangasaan Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T00:44:53Z |
| publishDate | 2018 |
| publisher | Penerbit Universiti Kebangsaan Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | oai:generic.eprints.org:204932022-11-11T09:08:44Z http://journalarticle.ukm.my/20493/ Determinants of customer satisfaction in takaful (Islamic Insurance) services in Malaysia Zaida Farhana Mohd Shaladdin, Mohd Zulkifli Mokhtar, Nur Haiza Muhammad Zawawi, This study investigates the pertinent components of satisfaction variables that could help the Takaful Insurance to identify and prioritise ways to gain customers. The study employed a quantitative research approach by conducting surveys through questionnaires to respondents from two universities in Malaysia. The findings from the research proved that service quality and the role of agents are significant towards the determinants of customer satisfaction in Takaful insurance services. However, the performances of the takaful operators are found to be insignificant to the service quality. In conclusion, takaful operators need to improve and strengthen their service quality and the role of their agents as well. As for the performance of these takaful operators, customers do not rely much on it, and takaful operators should not concentrate much on this factor while offering their services. Penerbit Universiti Kebangsaan Malaysia 2018 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/20493/1/30085-102242-1-PB.pdf Zaida Farhana Mohd Shaladdin, and Mohd Zulkifli Mokhtar, and Nur Haiza Muhammad Zawawi, (2018) Determinants of customer satisfaction in takaful (Islamic Insurance) services in Malaysia. Jurnal Pengurusan, 54 . pp. 205-211. ISSN 0127-2713 https://ejournal.ukm.my/pengurusan/issue/view/1154 |
| spellingShingle | Zaida Farhana Mohd Shaladdin, Mohd Zulkifli Mokhtar, Nur Haiza Muhammad Zawawi, Determinants of customer satisfaction in takaful (Islamic Insurance) services in Malaysia |
| title | Determinants of customer satisfaction in takaful (Islamic Insurance) services in Malaysia |
| title_full | Determinants of customer satisfaction in takaful (Islamic Insurance) services in Malaysia |
| title_fullStr | Determinants of customer satisfaction in takaful (Islamic Insurance) services in Malaysia |
| title_full_unstemmed | Determinants of customer satisfaction in takaful (Islamic Insurance) services in Malaysia |
| title_short | Determinants of customer satisfaction in takaful (Islamic Insurance) services in Malaysia |
| title_sort | determinants of customer satisfaction in takaful (islamic insurance) services in malaysia |
| url | http://journalarticle.ukm.my/20493/ http://journalarticle.ukm.my/20493/ http://journalarticle.ukm.my/20493/1/30085-102242-1-PB.pdf |