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

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 co...

Full description

Saved in:

Bibliographic Details
Main Author:	Zulkefli, Siti Nor Aishah
Format:	Thesis
Language:	English
Published:	2019
Subjects:	Insurance
Online Access:	https://ir.uitm.edu.my/id/eprint/56751/1/56751.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uitm-ir.56751
record_format	uketd_dc
spelling	my-uitm-ir.567512022-03-30T06:41:26Z Determinants of customer satisfaction in takaful services: a case study of Section 7 Shah Alam Selangor / Siti Nor Aishah Zulkefli 2019-01 Zulkefli, Siti Nor Aishah Insurance Insurance business. Insurance management 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. 2019-01 Thesis https://ir.uitm.edu.my/id/eprint/56751/ https://ir.uitm.edu.my/id/eprint/56751/1/56751.pdf text en public degree Universiti Teknologi MARA Academy of Contemporary Islamic Studies Muhamed Yusof, Muhd Faiz (Dr.)
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Muhamed Yusof, Muhd Faiz (Dr.)
topic	Insurance Insurance
spellingShingle	Insurance Insurance Zulkefli, Siti Nor Aishah Determinants of customer satisfaction in takaful services: a case study of Section 7 Shah Alam Selangor / Siti Nor Aishah Zulkefli
description	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.
format	Thesis
qualification_level	Bachelor degree
author	Zulkefli, Siti Nor Aishah
author_facet	Zulkefli, Siti Nor Aishah
author_sort	Zulkefli, Siti Nor Aishah
title	Determinants of customer satisfaction in takaful services: a case study of Section 7 Shah Alam Selangor / Siti Nor Aishah Zulkefli
title_short	Determinants of customer satisfaction in takaful services: a case study of Section 7 Shah Alam Selangor / Siti Nor Aishah Zulkefli
title_full	Determinants of customer satisfaction in takaful services: a case study of Section 7 Shah Alam Selangor / Siti Nor Aishah Zulkefli
title_fullStr	Determinants of customer satisfaction in takaful services: a case study of Section 7 Shah Alam Selangor / Siti Nor Aishah Zulkefli
title_full_unstemmed	Determinants of customer satisfaction in takaful services: a case study of Section 7 Shah Alam Selangor / Siti Nor Aishah Zulkefli
title_sort	determinants of customer satisfaction in takaful services: a case study of section 7 shah alam selangor / siti nor aishah zulkefli
granting_institution	Universiti Teknologi MARA
granting_department	Academy of Contemporary Islamic Studies
publishDate	2019
url	https://ir.uitm.edu.my/id/eprint/56751/1/56751.pdf
_version_	1783734955239538688

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

Similar Items