Agents are the sales force of insurance companies or takaful operators. Nevertheless, agents are not the insurer’s staff; rather they are external party who are interested to be affiliated with the insurer by being compensated in form of commission when they managed to close new case (able to get new policyholder). This study appraised factors that influence AmMetLife Berhad’s agency performance which are: agent’s retention; customer recruitment; insurer’s brand; and sales activity. This study employed questionnaires which were distributed to 60 agents of AmMetLife who are attached to central, northern and southern region. Limitation of this study is that the agents from East Coast and East Malaysia are not surveyed due to the distance and they normally have separated training sessions compared with the central, northern and southern regions which normally have joint-session. Nevertheless, the three regions in the peninsular Malaysia have represented nearly 80%-90% from the total AmMetLife agents in the country. Most of the agencies’ members agreed that they would rely on company/agency incentive to drive the sales. Moreover, customer recruitment and insurer’s brand indicate positive but weak relationship towards the agency performance. In contrast, the other two factors which are agent retention and sales activity display positive and significant relationship for the agency performance.
Ait-Sahalia, Y., & Brandt, M. W. (2001). Variable Selection for Portfolio Choice. The Journal of Finance, Vol. LVI, No. 4, 1297-1348.
Al-Jedaiah, M. N., Tawfiqabdelhadi, & Al-Maani, A. (2012). The relationship between forming team work, knowledge, learning and creativity improvement in high technology companies in Jordan. An empirical study (HSBC bank).
AmMetLife Insurance Berhad. About Us. Retrieved from https://www.ammetlife.com/life/about-us
Boyd, J. H., & Runkle, D. E. (1993). Size and performance of banking firms: Testing the predictions of theory. Journal of monetary economics, 31(1), 47-67.
Crosby, L. A., & Stephens, N. (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of marketing research, 404-411.
El-Gamal, M. A. I. F. L., Economics and Practice. (2006). Islamic Finance: Law, Economics and Practice. New York: Cambridge University Press.
Hofstede, G. (1991). Cultures and Organizations: Software of the Mind.: McGraw-Hill.
Kumar Piaralal, N., Mat, N., Kumar Piaralal, S., & Awais Bhatti, M. (2014). Human resource management factors and service recovery performance in Malaysian life insurance industry. European Journal of Training and Development, 38(6), 524-552. doi:10.1108/ejtd-07-2013-0078
Mews, C., & Abraham, I. (2007). Usury and just compensation: religious and financial ethics in historical perspective. Journal of Business Ethics, 72(1), 1-15. doi:10.1007/s10551-006-9151-0
Ng, T. H., Chong, L. L., & Ismail, H. (2012). Is the risk management committee only a procedural compliance? The Journal of Risk Finance, 14(1), 71-86. doi:10.1108/15265941311288112
Omboi, B. M. (2011). Factors Influencing Agents Retention In Insurance Industry: A Survey Of Selected Insurance Companies In Nairobi (Kenya).
Piaralal, S. K., Bhatti, M. A., Piaralal, N. K., & Juhari, A. S. (2016). Factors affecting service recovery performance and customer service employees. International Journal of Productivity and Performance Management, 65(7), 898-924. doi:10.1108/ijppm-04-2014-0060
In-Text Citation: (Muhamat, Karim, Mainal, Alwi, & Jaafar, 2018)
To Cite this Article: Muhamat, A. A., Karim, N. A., Mainal, S. A., Alwi, S. F. S., & Jaafar, M. N. (2018). Determinants of Agents Performance: A Case Study of AmMetLife Malaysia Berhad. International Journal of Academic Research in Business and Social Sciences, 8(11), 768–778.
Copyright: © 2018 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode
