International Journal of Academic Research in Business and Social Sciences

search-icon

Concept Paper: Customer Satisfaction in Malaysian Takaful Industry

Open access
The purpose of this paper is to review several determinants of customer satisfaction based on the existing literature. At the same time, the history of the development of Takaful Insurance Industry in the context of Malaysia has been revealed. Given that the study of customer satisfaction particularly in the Malaysia Takaful Industry is still limited; thus, the researcher attempt to bring the entire concept of customer satisfaction based on the findings of the previous research. Underpinning theory which may explain the relationship between variables which are related to customer satisfaction domain has been discussed.
Abd-El-Salam, E. M., Shawky, A. Y., & El-Nahas, T. (2013). The impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: Testing the mediating role. Case analysis in an international service company. Journal of Business and Retail Management Research, 8(1), 130–153. Retrieved from http://www.scopus.com/inward/record.url?eid=2-s2.0-84928180102&partnerID=tZOtx3y1
Abdullah, M., Amanbayev, Y., Omer, G. S., & Elobied, A. (2012). An Overview of Takaful in Malaysia. Malaysia.
Abu Hassan, L. F., Wan Jusoh, W. J., & Hamid, Z. (2014). Determinant of Customer Loyalty in Malaysian Takaful Industry. In Procedia - Social and Behavioral Sciences (Vol. 130, pp. 362–370). Malaysia: Elsevier B.V. http://doi.org/10.1016/j.sbspro.2014.04.043
Ahmed, A. S. M. (2015). The Effect of Corporate Image on WOM?: The Role of Customer Satisfaction and Trust. International Journal of Corporate Image on WOM: The Role of Customer Satisfaction and Trust, III(12), 331–340.
Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 31(2), 79–97. http://doi.org/10.1108/02652321311298627
Anderson, E. W., & Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2), 125–143. http://doi.org/10.1287/mksc.12.2.125
Anne, S. Y., & A. McCarthy, K. (2011). Patient, staff and physician satisfaction: a new model, instrument and their implications. International Journal of Health Care Quality Assurance, 24(2), 178–191. http://doi.org/10.1108/09526860710819440
Arifin, J., Yazid, A. S., & Hussin, M. R. (2014). Demand of Family Takaful in Malaysia: Critical Determinant Factors Examined. International Review of Management and Business Research, 3(2), 982–992.
Bank Negara Malaysia. (2004). The Malaysian Takaful Industry - 20 years experience. Malaysia.
Bashir, M. S., & Hj Mail, N. H. (2011). Consumer Perceptions of Islamic Insurance Companies in Brunei Darussalam. International Journal of Emerging Science, 1(September), 285–306.
Bowen, J. T., & Chen, S.-L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management. MCB UP Ltd. http://doi.org/10.1108/09596110110395893
Cacioppo, K. (2000). Measuring and Managing Customer Satisfaction. Retrieved September 8, 2016, from http://www.qualitydigest.com/magazine/2000/sep/article/measuring-and-managing-customer-satisfaction.html#
Che Mohd Salleh, M., Irwani Abdullah, N., & Salwani Razali, S. (2013). The Relationship of Takaful Agents ’ Islamic Ethical Behaviour towards Customers ’ Satisfaction , Trust and Commitment?: A Preliminary Analysis. Journal of Islamic Finance and Business Research, 2(1), 77–88.
Chinomona, R., & Sandada, M. (2013). Customer Satisfaction, Trust and Loyalty as Predictors of Customer Intention to Re-Purchase South African Retailing Industry. Mediterranean Journal of Social Sciences, 4(14), 437–446. http://doi.org/10.5901/mjss.2013.v4n14p437
Clark Fisher, O. (2013). A Takaful Primer?: Basics of Islamic Insurance. In Islamic Finance Gateway (pp. 4–52). Thomson Reuters.
Ernst & Young. (2013). Global Takaful Insights 2013 - Finding growth markets.
Ernst & Young, & Malaysian Takaful Association. (2015). Malaysian Takaful Dynamics: Central Compendium 2015. Malaysia.
Ernst &Young. (2014). Global Takaful Insights 2014 - Market Updates. Malaysia.
Gandhi, S., & Kang, D. (2009). Customer Satisfaction, Its Antecedents and Linkage Between Employee Satisfaction and Customer Satisfaction: A Study. Asian Journal of Business and Management …, 1(1), 129–137.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. The Journal of Marketing, 63(2), 70–87.
Guenzi, P., & Laurent, G. (2010). Interpersonal trust in commercial relationships: Antecedents and consequences of customer trust in the salesperson. European Journal of Marketing, 44(1/2), 114–138. http://doi.org/10.1108/S1479-3563(2012)000012B005
Gustina, & Abdullah, N. I. (2012). Analysis of Demand for Family Takaful and Life Insurance?: A Comparative Study in Malaysia. Journal of Islamic Economics, Banking and Finance, 8(4), 67–86.
Jaffer, S., Ismail, F., Noor, J., & Unwin, L. (2010). Takaful (Islamic Insurance): Concept , Challenges , and Opportunities.
Janjua, P. Z., & Akmal, M. (2014). A Comparative Analysis of Customers’ Satisfaction for Conventional and Islamic Insurance Companies in Pakistan. International Journal of Economics and Finance, 6(4), 36–50. http://doi.org/10.5539/ijef.v6n4p36
Khurshid, R., & A Darzi, D. M. (2016). Customer Satisfaction- A Study of J&K Bank. International Journal of Commerce and Management Research, 2(3), 46–49. Retrieved from ISSN: 2455-1627
Kim, M., Vogt, C. A., & Knutson, B. J. (2015). Relationships among customer satisfaction, delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research, 39(2), 170–197. http://doi.org/10.1177/1096348012471376
Kotler, P., & Keller, K. L. (2012). Marketing Management. Organization (14th Editi, Vol. 22). Upper Saddle River, New Jersey: Prentice Hall. http://doi.org/10.1080/08911760903022556
Laldin, M. A. (2008). Islamic financial system: the Malaysian experience and the way forward. Humanomics, 24(3), 217–238. http://doi.org/10.1108/08288660810899377
Lembaga Penduduk dan Pembangunan Keluarga Negara. (2014). Laporan Penemuan Utama Kajian Penduduk dan Keluarga Malaysia Kelima (KPKM-5) 2014. Bahagian Kependudukan, Lembaga Penduduk dan Pembangunan Keluarga Negara. Malaysia. Retrieved from http://online.fliphtml5.com/zabi/iwsm/#p=2
Lew, S., & Sulaiman, Z. (2014). Consumer Purchase Intention toward Products made in Malaysia vs. made in China: A Conceptual Paper. In Procedia - Social and Behavioral Sciences (Vol. 130, pp. 37–45). Elsevier B.V. http://doi.org/10.1016/j.sbspro.2014.04.005
Mawoli Abu Bakar, M., & Abdulsalam, D. (2012). Effective Market Segmentation and viability of Islamic Banking in Nigeria. Australian Journal of Business and Management Research, 1(10), 1–5. http://doi.org/10.1007/s13398-014-0173-7.2
McLeod, S. (2014a). Cognitive Dissonance. Retrieved May 9, 2016, from http://www.simplypsychology.org/cognitive?dissonance.html
McLeod, S. (2014b). Cognitive Dissonance. Retrieved November 21, 2015, from http://web.mst.edu/~psyworld/cognitive_dissonance.htm#2
Md Husin, M., & Ab Rahman, A. (2013a). The Role of Brand in The Malaysian Takaful Industry. Jurnal Teknologi (Social Science), 63(1), 1–6. http://doi.org/10.11113/jt.v63.1358
Md Husin, M., & Ab Rahman, A. (2013b). What drives consumers to participate into family takaful schemes? a literature review. Journal of Islamic Marketing, volume 4(issue 3), 264 – 280. http://doi.org/10.1108/JIMA-04-2012-0019
Molina, A., Martín-consuegra, D., & Esteban, A. (2007). Relational benefits and customer satisfaction in retail banking. International Journal of Bank Marketing, 25(4), 253–271. http://doi.org/10.1108/02652320710754033
Mosala, P. R. (2007). Post purchase behaviour (cognitive dissonance) amongst students at a selected higher education institution. Durban University Of Technology. Retrieved from http://ir.dut.ac.za/handle/10321/116
Muhamad, R., & Alwi, S. (2015). Explicating consumer segmentation and brand positioning in the Islamic financial services industry. Asia Pacific Journal of Business Administration, 7(3), 253–274. http://doi.org/10.1108/APJBA-12-2014-0136
Mushtaq Hussain, M., & Tisman Pasha, A. (2011). Conceptual and Operational Differences Between General Takaful and Conventional Insurance. Australian Journal of Business and Management Research, 1(8), 23–28.
Noordin, K., Rizal Muwazir, M., & Madun, A. (2014). THE COMMERCIALISATION OF MODERN ISLAMIC INSURANCE PROVIDERS?: A STUDY OF TAKAFUL BUSINESS FRAMEWORKS IN MALAYSIA. International Journal of Nusantara Islam, 2(1), 1–13. http://doi.org/http://dx.doi.org/10.15575/ijni.v2i1.44
P.Kyriazopoulos, & Samanta, R. (2007). CAN PRICE PERCEPTIONS INFLUENCE CUSTOMER SATISFACTION? Faces, 6(1), 11–22.
Patterson, P. G., & Spreng, R. a. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination. International Journal of Service Industry Management (Vol. 8). http://doi.org/10.1108/09564239710189835
Saeed, I., Muhammad.Abdullah.Niazi, Arif, M., & Jehan, N. (2011). Antecedents of Customer satisfaction and its outcomes A study of Pakistani service sector. Interdisciplinary Business Research, 3(8), 877–889.
Sheriff, M., & Shaairi, N. A. (2013). Determinants of demand on family Takaful in Malaysia. Journal of Islamic Accounting and Business Research, 4(1), 1759–0817. http://doi.org/10.5465/amj.2013.0599
W.Anderson, E., Fornell, C., & T. Rust, R. (1997). customer satisfaction, productivity, and profitability:differences between goods and services. Marketing Science, 16(2), 129–145.
Ward, D., & Zurbruegg, R. (2000). Does Insurance Promote Economic Growth? Evidence from OECD countries. Risk and Insurance, 67(4), 489–506. http://doi.org/10.2307/253847
Wu, C.-C., Liao, S.-H., Chen, Y.-J., & Hsu, W.-L. (2011). Service quality, brand image and price fairness impact on the customer satisfaction and loyalty. 2011 IEEE International Conference on Industrial Engineering and Engineering Management, 1160–1164. http://doi.org/10.1109/IEEM.2011.6118097
Yap, B. W., Ramayah, T., & Wan Nushazelin, W. S. (2012). Satisfaction and trust on customer loyalty: a PLS approach. Business Strategy Series, 13(4), 154–167. http://doi.org/10.1108/17515631211246221
Yu, T.-W., & Tseng, L.-M. (2016). The role of salespeople in developing life insurance customer loyalty Tsu-Wei. The Role of Salespeople in Developing Life Insurance Customer Loyalty, 44(1), 22–37. http://doi.org/10.1108/IJRDM-06-2014-0074
Ishak, N. H. I. (2017). Concept Paper: Customer Satisfaction in Malaysian Takaful Industry. International Journal of Academic Research in Business and Social Sciences, 7(3), 346-356.