Determinants of customer satisfaction in Takaful products and services / Siti Nor Fateha Basri

The aim of this research paper is to examine factors influence the customer satisfaction in Takaful products and services. The dependent variable is customer satisfaction in Takaful products or services whereas there are four independent variables which are employee commitment, understanding or Islamic concept, the use of technology and distributive fairness. Results of this research will then analyzed by using Statistical Package for the social Sciences (SPSS). The primary data collection is based on questionnaires distributed to Takaful customers situated in Johor Bahru. Secondary sources such as internet and journal will be used to generate the ideas and increase knowledge in completing research. The result of multiple regression analysis indicates whether all factors which are employee commitment, understanding of Islamic concept, the use of technology and distributive fairness have a strong relationship with customer satisfaction in Takaful products and services. Thus, further recommendations are provided for the improvement of Takaful operation in future.