The relationship of Takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis

Takaful agents have become among the important distribution channels in Takaful industry. Besides selling Takaful products, the agents must practice Islamic ethical behaviour in dealing with customers. This research seeks to investigate the relationship between Takaful agents’ Islamic ethical behavi...

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Main Authors:	Che Mohd Salleh, Marhanum, Abdullah, Nurdianawati Irwani, Razali, Siti Salwani
Format:	Article
Language:	English
Published:	2013
Subjects:	H Social Sciences (General) HF5387 Business ethics HF5410 Marketing. Distribution of products HG8011 Insurance
Online Access:	http://irep.iium.edu.my/26724/ http://irep.iium.edu.my/26724/ http://irep.iium.edu.my/26724/6/Article%2020.pdf

id	iium-26724
recordtype	eprints
spelling	iium-267242019-12-09T05:25:29Z http://irep.iium.edu.my/26724/ The relationship of Takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis Che Mohd Salleh, Marhanum Abdullah, Nurdianawati Irwani Razali, Siti Salwani H Social Sciences (General) HF5387 Business ethics HF5410 Marketing. Distribution of products HG8011 Insurance Takaful agents have become among the important distribution channels in Takaful industry. Besides selling Takaful products, the agents must practice Islamic ethical behaviour in dealing with customers. This research seeks to investigate the relationship between Takaful agents’ Islamic ethical behaviour and customers’ satisfaction, trust and commitment. As there are limited studies conducted in this area, this research provides a preliminary analysis with 30 Takaful customers. Data were collected through survey research design using questionnaire as the research instrument. The data gathered is analyzed using SPSS WIN 19 for both descriptive statistics (frequency, percentage, mean and standard deviation) and correlation coefficient (Pearson r). Results indicate that the agents’ Islamic ethical behaviour have significantly relationship with customers’ satisfaction, trust and commitment. However, there are different in terms relationship strength. Besides that, majority of respondents were slightly agreed about the practicing of Islamic ethics among the agents. In this instance, Takaful operators need to play their role in guiding and encouraging their agents to practice the Islamic ethical behaviour in marketing Takaful products. It is important to differentiate the marketing practices of Takaful from conventional insurance in order to gain publics’ satisfaction, trust, and commitment. 2013-09 Article PeerReviewed application/pdf en http://irep.iium.edu.my/26724/6/Article%2020.pdf Che Mohd Salleh, Marhanum and Abdullah, Nurdianawati Irwani and Razali, Siti Salwani (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). pp. 77-88. https://pdfs.semanticscholar.org/8294/115f1aee5c12c9b8febae73eba60772eb326.pdf?_ga=2.26989437.1191018840.1575868461-1836579106.1575868461
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	H Social Sciences (General) HF5387 Business ethics HF5410 Marketing. Distribution of products HG8011 Insurance
spellingShingle	H Social Sciences (General) HF5387 Business ethics HF5410 Marketing. Distribution of products HG8011 Insurance Che Mohd Salleh, Marhanum Abdullah, Nurdianawati Irwani Razali, Siti Salwani The relationship of Takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis
description	Takaful agents have become among the important distribution channels in Takaful industry. Besides selling Takaful products, the agents must practice Islamic ethical behaviour in dealing with customers. This research seeks to investigate the relationship between Takaful agents’ Islamic ethical behaviour and customers’ satisfaction, trust and commitment. As there are limited studies conducted in this area, this research provides a preliminary analysis with 30 Takaful customers. Data were collected through survey research design using questionnaire as the research instrument. The data gathered is analyzed using SPSS WIN 19 for both descriptive statistics (frequency, percentage, mean and standard deviation) and correlation coefficient (Pearson r). Results indicate that the agents’ Islamic ethical behaviour have significantly relationship with customers’ satisfaction, trust and commitment. However, there are different in terms relationship strength. Besides that, majority of respondents were slightly agreed about the practicing of Islamic ethics among the agents. In this instance, Takaful operators need to play their role in guiding and encouraging their agents to practice the Islamic ethical behaviour in marketing Takaful products. It is important to differentiate the marketing practices of Takaful from conventional insurance in order to gain publics’ satisfaction, trust, and commitment.
format	Article
author	Che Mohd Salleh, Marhanum Abdullah, Nurdianawati Irwani Razali, Siti Salwani
author_facet	Che Mohd Salleh, Marhanum Abdullah, Nurdianawati Irwani Razali, Siti Salwani
author_sort	Che Mohd Salleh, Marhanum
title	The relationship of Takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis
title_short	The relationship of Takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis
title_full	The relationship of Takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis
title_fullStr	The relationship of Takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis
title_full_unstemmed	The relationship of Takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis
title_sort	relationship of takaful agents’ islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis
publishDate	2013
url	http://irep.iium.edu.my/26724/ http://irep.iium.edu.my/26724/ http://irep.iium.edu.my/26724/6/Article%2020.pdf
first_indexed	2023-09-18T20:39:46Z
last_indexed	2023-09-18T20:39:46Z
_version_	1777409286746406912

The relationship of Takaful agents’ Islamic ethical behaviour towards customers’ satisfaction, trust and commitment: a preliminary analysis

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