A study on customers satisfaction towards Takaful Malaysia service quality (Kuching branch) / Dayang Marinie Abang Hasni

The insurance industry has gradually emerged as an important component to the financial service sector in Malaysia in the past decade (Bank Negara Malaysia 2004). The total premium income ofthis industry (comprising premium income from the life and non-life businesses) constitutes a mere 2.9% ofthe nominal gross national product (GNP) in 1990 but this proportion rose to 5.4% ofthe nominal GNP in 2001. The total premium income of the insurance industry has been growing from 1990 to 2001 except for 1998 due to a negative growth in the non-life business. The total premium income has increased more than five fold during the last decade (1990: RM3, 170.1 million and 2001: RM17, 101.2 million). Based on the total premium income reported, more than half ofthe income was contributed by the life business, i.e. 51.8% and 68.5% of the total premium income for 1990 and 2001 respectively.