Determinant of Customer Loyalty in Malaysian Takaful Industry

Hassan, Lailatul Faizah Abu; Jusoh, Wan Jamaliah Wan; Hamid, Zarinah

doi:10.1016/j.sbspro.2014.04.043

Cited by 20 publications

(24 citation statements)

References 19 publications

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“…Kumar et al (2013) found that customer satisfaction was positively linked to customer loyalty in their https: //doi.org/10.15405/epsbs.2020.12.05.83 Corresponding Author: Bahari Mohamed Selection and peer-review under responsibility of the Organizing Committee of the conference eISSN: 2357-1330 768 comprehensive literature review. Abu Hassan et al (2014) supported the finding by examining the factors influencing customer loyalty among Malaysian Takaful customers and found that customer satisfaction related positively to customer loyalty.…”

Section: Customer Satisfactionmentioning

confidence: 62%

Perceived Service Quality, Customer Satisfaction, and Customer Loyalty in Takaful Industry

Jamaludin¹

2020

European Proceedings of Social and Behavioural Sciences

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Section: Customer Satisfactionmentioning

confidence: 62%

Perceived Service Quality, Customer Satisfaction, and Customer Loyalty in Takaful Industry

Jamaludin¹

2020

European Proceedings of Social and Behavioural Sciences

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“…Keputusan penelitan menunjukkan bahwa faktor sikap dan inklusif keuangan mempengaruhi kecenderungan pengusaha UMKM di Indonesia menggunakan skim takaful mikro. Pengaruh sikap yang signifikan ini adalah selaras dengan dapatan penelitian yang dilakukan oleh (Setiyowati, 2016); (Awang, et al, 2016); (Aziz, Husin, & Hussin, 2017); (Hasim, 2014); dan (Hasssan, Jusoh, & Hamid, 2014). Sedangkan, pengaruh inklusif kewangan yang signifikan dari kajian ini adalah selaras dengan dapatan kajian oleh (Mohieldin, Iqbal, Rostom, & Fu, 2011) dan (Aduda & Kalunda, 2012).…”

Section: Kesimpulan Dan Implikasiunclassified

The Tendency of Using Micro Takaful Among Micro, Small and Medium Entrepreneurs at Pelepat Ilir, Jambi, Indonesia

Chusmita

Razak

Muhammad

2019

JSEI

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Micro takaful is one of the takaful product development strategies in developing the 'marginalized' economy of financial institutions. The objective of this study is to provide empirical evidence on financial inclusion as a factor of behavioral control in the Theory of Perceived Behavior (TPB) to analyze its influence with the tendency of micro, small and medium enterprises (MSME) entrepreneurs to the use of micro takaful. Data distributed via questionnaires to 372 respondents were analyzed using descriptive and structural equation modeling. The results of the study showed that there was a positive and significant effect between attitude and financial inclusion on the tendency of using micro takaful. On the contrary, subjective norm factors have no significant effect on the proposed model. The implications of the study indicate that financial inclusion is one of the most important policies to achieve sustainable development. In addition, takaful institutions and policy makers need to expand the supply of microfinance products, especially micro takaful scheme to MSME in Indonesia to ensure the protection and security of their businesses.

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“…Ketiga, kualiti perkhidmatan mengandungi lima item yang telah diubah suai daripada literatur (Gill et al 2016;Magasi 2016). Keempat, kepuasan pelanggan mengandungi empat item yang telah diubah suai daripada literatur (Abu Hassan et al 2014). Kelima, imej mengandungi tiga item yang telah diubah suai daripada literatur (Narteh 2013; Amin et al 2013).…”

Section: Alat Pengukuranunclassified

“…Kelapan, kepercayaan mengandungi empat item yang telah diubah suai daripada literatur (Gunarto 2006). Kesembilan, kesetiaan mengandungi tiga item yang telah diubah suai daripada literatur (Abu Hassan et al 2014;Megdadi et al 2013). Akhir sekali, risiko kecairan mengandungi lima item yang telah diubah suai daripada literatur (Rifki 2010).…”

Section: Alat Pengukuranunclassified

Impak Kepercayaan dan Kesetiaan Pendeposit Lembaga Tabung Haji (TH) terhadap Risiko Kecairan

Pauzi

Abdul-Rahman²,

Nor³

2017

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ABSTRAK Kebelakangan ini, Lembaga Tabung Haji (TH) telah terpalit dengan pelbagai tohmahan yang telah menyebabkan reputasi TH dipertikaikan. Hal ini telah mendapat reaksi daripada pendeposit sehingga menyebabkan kepercayaan dan kesetiaan pendeposit tergugat dan mereka mula mengeluarkan simpanan. Kajian ini bertujuan melihat faktor penentu kepercayaan dan kesetiaan dan melihat sama ada faktor kepercayaan dan kesetiaan bertindak sebagai faktor penengah (mediating factor) kepada risiko kecairan TH. Kajian ini menggunakan kaedah pensampelan tujuan (purposive sampling) dan sebanyak 200 orang responden menjawab soal selidik secara atas talian dan secara langsung. Analisis menggunakan teknik PLS-SEM mendapati kepercayaan bertindak sebagai faktor penengah hubungan antara maklumat kewangan, jaminan deposit, kualiti perkhidmatan dan imej dengan risiko kecairan. Selain itu, kesetiaan bertindak sebagai faktor penengah hubungan antara kualiti perkhidmatan, kepuasan pelanggan, dan imej dengan risiko kecairan. Oleh itu, ketelusan tadbir urus korporat perlu dititikberatkan untuk memperbaiki segala aspek yang sepatutnya dan dalam masa yang sama mengembalikan semula kepercayaan dan kesetiaan para pendeposit. Hasil kajian ini diharapkan dapat membantu pengurusan TH terutamanya dan kerajaan umumnya untuk mengambil tindakan yang sewajarnya dalam mengurus risiko kecairan bagi mengekalkan kedudukan TH sebagai institusi kewangan Islam yang kukuh pada masa hadapan Kata kunci: Kepercayaan; kesetiaan; risiko kecairan; Tabung Haji ABSTRACT Recently Lembaga Tabung Haji (TH) has been negatively accused from various aspects which may tarnish its reputation. This scenario receives bad reaction from depositors, reducing their trust and loyalty, which leads to withdrawal of deposits. This study aims to identify factors that influence the trust and loyalty of TH besides capturing the trust and loyalty traits of depositors as mediating factors of liquidity risk. This study adopts purposive sampling method and a total of 200 respondents respond to the questionnaires via online and enumerator service. Analysis using PLS-SEM technique revealed that trust mediates the relationship between financial information, security deposit, service quality and image with liquidity risk. Besides that, loyalty mediates the relationship between service quality, customer satisfaction and image with liquidity risk. Therefore, good corporate governance has to be enhanced to gain back the depositors' trust. Results from this study are expected to assist the management of TH as well as the government to properly manage liquidity risk in ensuring the sustainability of TH in future.

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Determinant of Customer Loyalty in Malaysian Takaful Industry

Cited by 20 publications

References 19 publications

Perceived Service Quality, Customer Satisfaction, and Customer Loyalty in Takaful Industry

Perceived Service Quality, Customer Satisfaction, and Customer Loyalty in Takaful Industry

The Tendency of Using Micro Takaful Among Micro, Small and Medium Entrepreneurs at Pelepat Ilir, Jambi, Indonesia

Impak Kepercayaan dan Kesetiaan Pendeposit Lembaga Tabung Haji (TH) terhadap Risiko Kecairan

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