Determinants of customer satisfaction in takaful services: a case study of Section 7 Shah Alam Selangor / Siti Nor Aishah Zulkefli

Zulkefli, Siti Nor Aishah (2019) Determinants of customer satisfaction in takaful services: a case study of Section 7 Shah Alam Selangor / Siti Nor Aishah Zulkefli. Degree thesis, Universiti Teknologi MARA.


Takaful or Islamic insurance is part of well-growth Islamic finance industry today. The objective of this study is to determine the factors that influence customer satisfaction in Takaful services in section 7, Shah Alam, Selangor. This research also discussed about the Takaful history, its basic concepts, and the differences with conventional insurance. To achieve the goal, Pearson's correlation analysis has been conducted to test the relationship between variable dependent and service quality, perceived value, corporate image, complaint behavior and agency role (independent variables). To analysis the collected data, author used descriptive analysis, percentage, frequencies, mean, standard deviation, and khi square. The result show that service quality is the most important factor affecting customer satisfaction in insurance Takaful services in Malaysia. The results show that corporate images and agent roles are unimportant variables that cannot explain the level of customer satisfaction in Takaful services across Malaysia. The suggestion can be improve by the future for Takaful service are the insurance companies can apply the award system, for example, give a certain percentage of salary as bonus to the employee who achieved the required performance which set by the managements and also can show their concern towards customers such as giving away a celebration card to every customer during the festive seasons and perhaps giving a small surprise birthday present to the customers during their birthday can make the customers feel warm when they are purchasing the insurance products from the particular insurance companies.


Item Type: Thesis (Degree)
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Zulkefli, Siti Nor Aishah
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Thesis advisor
Muhamed Yusof, Muhd Faiz (Dr.)
Subjects: H Social Sciences > HG Finance > Insurance
H Social Sciences > HG Finance > Insurance > Insurance business. Insurance management
Divisions: Universiti Teknologi MARA, Shah Alam > Academy of Contemporary Islamic Studies (ACIS)
Programme: Bachelor in Muamalat (Hons) - IC 210
Keywords: determinants, satisfaction, takaful
Date: January 2019
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