Dialogue Social Science Review (DSSR

Jurnal Pengurusan, 2018

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.

Takaful agents currently become the main distribution channel of the Takaful operators to reach the public and deliver the Takaful message. As they represent the Islamic insurance companies, their role not limited to promote the Takaful products, but to behave base on the Islamic norms in providing services to their customers. This research thus, investigates the effect of the Takaful agents' Islamic relationship marketing practices towards customer satisfaction, trust, and commitment. The sample of this research consists of 800 Family Takaful customers located in Klang Valley area. Statistical analyses have been conducted using SPSS version 19 and AMOS version 16 to achieve the research objective. Results indicate that the practice of Islamic relationship marketing (IRM) which measured by Islamic ethical behaviour, social, structural, and financial bonds have significantly affected the customers' satisfaction, trust, and commitment. In this regards, the customers would be more satisfied with the practice of IRM by their agents and followed by their trust and commitment to the agent and company. The results of this research are valuable to the industry in the perspective of marketing which base on the Islamic norms and interestingly preferred by the current customers. This new marketing approach might become the advantages of the industry to strengthen relationship with the customer and remain competitive in the future.

Introduction Perception is the process by which an individual selects, organizes and interprets information to create a meaningful picture of the world. Customers" perception is a marketing concept that encompasses customers" impression, awareness and consciousness about a company/product and its offering. Psychology plays an important role in understanding the behaviour of customers and their perception. The various psychological factors like personality, attitudes, motivation etc. determine the customers" perception and help the company to formulate any marketing strategy. Perception is always dynamic and it is varied from person to person, age to age, gender to gender. It is mostly affected by advertising, reviews, public relation, personal experiences etc. Statement of the Problems Customer"s perception towards insurance companies has changed tremendously after the entry of private insurance companies. It is an established fact that, where there is uncertainty, there is risk. People do not have any command on uncertainty. In this context, it must be relayed on insurance companies. Insurance protects against any possible chances of generating uncertain losses. In case of unfortunate premature demise, family can remain financially secure, if there is any insurance policy. The primary purpose of life insurance is to protect the family and also it is considered as a powerful tool to plan for future uncertainty effectively. Due to the entry of private players in insurance sector, there are number of choices in front of the customers. Similarly perception of customers have also changed about the service quality, various products, offering etc. of the insurance companies. If they are dissatisfied, they leave it. Therefore, every enterprise tries to understand the needs and preferences and also their perception about the sectors, so that they can able to satisfy them effectively and efficiently. Keeping this in mind, researcher has chosen the topic entitled-"Customers" Perception towards the

Jurnal Komunikasi: Malaysian Journal of Communication, 2019

The Islamic Insurance (Takaful) industry has been established in Malaysia since the 80s yet people, even Muslims, prefer to choose conventional insurance which has caused the growth of the Takaful industry to be lower than conventional insurance. The reason being that consumers receive minimal electronic word-of-mouth (E-WOM) information in regard to Takaful. Hence, the aim of this research is to investigate the measurement of consumers' E-WOM, intrinsic and extrinsic motives, and satisfaction of Takaful. Data derived from online survey was analysed using descriptive statistics and exploratory factor analysis (EFA) via the Statistical Package for Social Sciences (SPSS). The EFA was executed using principal component analysis to assess the essential factor items of the data. Statement "I write comments on customer reviews about Takaful because of incentives I receive (e.g. cyber money" had the highest factor loading, inferring the most important item rated among respondents. This is followed by the statement "I write comments on customer reviews about Takaful because I can get discount coupons/rebates on my monthly savings in Takaful", and the statement "I write comments on customer reviews about Takaful because I receive a reward for my writing". These statements were derived from extrinsic motives factor. This study adds to the extant literature on E-WOM and Islamic consumer behaviour by developing vigorous measures. Results transport a vibrant viewpoint for companies to identify elements of consumers' E-WOM, intrinsic and extrinsic motives, and satisfaction related to Takaful. The implications of study and the directions for future research are also explained.

The study focuses on bancassurance which is a globally developing concept in both banking and insurance sectors around the world. The study includes the concept of insurance, components of bancassurance and performance of life insurance and banking sector in this business. The study examines the approach of bank sales staff towards insurance products that is directly related to the success of bancassurance acti vity and also highlights awareness of life insurance with customers through the bancassurance channel. The study also evaluates the potenti al of bancassurance in the light of the fi ndings of the study. The fi ndings are aimed at improving bancassurance performance of banks and service provided to customers. This survey is to draw att enti on towards bancassurance which has much more important role in a fi nancially unstable world with a lot of risks to hedge. This paper provides insight to managerial positi ons of banks and also describes the signifi cance of bancassurance distributi on through value added customer services for the banking sector as well as life insurance service providers in Pakistan.

Market Forces, 2016

The study focuses on bancassurance which is a globally developing concept in both banking and insurance sectors around the world. The study includes the concept of insurance, components of bancassurance and performance of life insurance and banking sector in this business. The study examines the approach of bank sales staff towards insurance products that is directly related to the success of bancassurance activity and also highlights awareness of life insurance with customers through the bancassurance channel. The study also evaluates the potential of bancassurance in the light of the findings of the study. The findings are aimed at improving bancassurance performance of banks and service provided to customers. This survey is to draw attention towards bancassurance which has much more important role in a financially unstable world with a lot of risks to hedge. This paper provides insight to managerial positions of banks and also describes the significance of bancassurance distribut...

Journal of Fundamental and Applied Sciences, 2018

The present study aim was to designing a model to create satisfaction for insurers in the insurance industry of Iran (according to Iranian-Islamic characteristics). It should be noted that according to the methodology presented for this research, the approach of this research has been qualitative. The qualitative modeling process of this research, which was carried out in the grounded theory method, formed the conceptual model of research. The statistical population consisted of a group of experts. Also, in this research, a deep and unstructured interviewing tool was used to data collection. Finally, the results of the research led to the presentation of a model of satisfaction process for insurers in the insurance industry of Iran (according to Iranian-Islamic characteristics). In terms of purpose, this research is applied, in terms of method is qualitative and in terms of approach is survey-exploration.

International Journal of Economics and Finance, 2014

Islamic finance and insurance are penetrating in international markets especially after world economic crisis since 2008. This research is an attempt to analyze customers' satisfaction for the services of conventional and Islamic insurance companies in Pakistan. A modified SERVQUAL model is used to measure the service quality in the constructs of reliability, responsiveness, empathy, convenience and Sharīʻah compliance. For this purpose primary data of 400 customers, 173 from conventional and 227 from Islamic insurance companies, is estimated through propensity score matching as well as linear, non-linear and non-parametric classification techniques. The results on service quality indicate significant gap between expectation and perception of overall insurance industry. No significant difference of service quality is found between conventional and Islamic insurance companies in the constructs of reliability, responsiveness, convenience and empathy. The findings suggest a significant improvement in the service quality of conventional and Islamic insurance industry. Particularly, the conventional insurance companies need to focus on young people, private employees and lower income groups, whereas the Islamic insurance companies have to put more efforts to improve Sharīʻah compliance and to attract self-employed and higher income groups.

Consumers’ significant perception of service offerings has been the yearning of businesses. It is a prerequisite of ascertaining service (Takaful) consumption. This paper aims at examining some factors that explain favorable consumers’ perception of Islamic insurance (Takaful) services consumptions in Kano Metropolis, Nigeria. It involves 266 respondents whose responses were employed in testing two (2) models representing different constructs explaining consumers’ perception. Two dimensions: awareness and income earners’ trust and confidence; were tested in Model A, using multiple regression. It was discovered that consumers’ awareness of Takaful services showed least effect in influencing favorable perception of Takaful consumption. The trust and confidence reposed on the Takaful operators by consumers made average impact on determining favorable perception of Takaful services consumptions. Model B’ dimensions: age, marital status, gender, qualification, occupation, and income of consumer; were found to be insignificantly capable of impacting any influence on consumers’ favorable perception of Islamic services consumption in Kano Metropolis, Nigeria. These findings are unique as many studies have discovered factors such as income of consumers as capable of determining demand of Takaful services. Therefore, the paper recommends that the consumers’ awareness of Takaful should be intensified; but, this along is not adequate to ensure consumers consumption of the services. Takaful operators, therefore, should work very hard to build and win consumers’ trust and confidence by showing that their offering is effective to meet the need of the society.

JURNAL EKONOMI DAN PERBANKAN SYARIAH

This study aims to analyze the effect simultaneously and partially between the variables of Religiosity, Brand Image, and Word of Mouth on the customer decision process in applying for prudential sharia insurance. This research is quantitative. The data used are primary data by distributing questionnaires to 100 respondents and secondary data obtained by conducting a literature study. Sampling was done by using a quantitative purposive sampling technique. The data analysis method uses multiple linear regression. The results of this study indicate that there is a simultaneous influence on the variable Religiosity, Brand Image, and Word of Mouth on the customer decision process. The results of this study also indicate partially that Religiosity, Brand Image, and Word of Mouth significantly influence customer decision processes. The results of the determination show that the customer decision process can be explained by the variable Religiosity, Brand Image, and Word of Mouth by 31.1%....