Investigating the measurement of consumers’ electronic word-of-mouth (E-WOM), intrinsic and extrinsic motives, and satisfaction of Islamic insurance (Takaful)

The Islamic Insurance (Takaful) industry has been established in Malaysia since the 80s yet people, even Muslims, prefer to choose conventional insurance which has caused the growth of the Takaful industry to be lower than conventional insurance. The reason being that consumers receive minimal elect...

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Main Authors:	Norazah Mohd Suki, Norbayah Mohd Suki
Format:	Article
Language:	English
Published:	Penerbit Universiti Kebangsaan Malaysia 2019
Online Access:	http://journalarticle.ukm.my/13213/ http://journalarticle.ukm.my/13213/ http://journalarticle.ukm.my/13213/1/33435-104708-1-PB.pdf

id	ukm-13213
recordtype	eprints
spelling	ukm-132132019-07-25T22:05:07Z http://journalarticle.ukm.my/13213/ Investigating the measurement of consumers’ electronic word-of-mouth (E-WOM), intrinsic and extrinsic motives, and satisfaction of Islamic insurance (Takaful) Norazah Mohd Suki, Norbayah Mohd Suki, The Islamic Insurance (Takaful) industry has been established in Malaysia since the 80s yet people, even Muslims, prefer to choose conventional insurance which has caused the growth of the Takaful industry to be lower than conventional insurance. The reason being that consumers receive minimal electronic word-of-mouth (E-WOM) information in regard to Takaful. Hence, the aim of this research is to investigate the measurement of consumers’ E-WOM, intrinsic and extrinsic motives, and satisfac-tion of Takaful. Data derived from online survey was analysed using descriptive statistics and explora-tory factor analysis (EFA) via the Statistical Package for Social Sciences (SPSS). The EFA was executed using principal component analysis to assess the essential factor items of the data. Statement “I write comments on customer reviews about Takaful because of incentives I receive (e.g. cyber money” had the highest factor loading, inferring the most important item rated among respondents. This is fol-lowed by the statement “I write comments on customer reviews about Takaful because I can get dis-count coupons/rebates on my monthly savings in Takaful”, and the statement “I write comments on customer reviews about Takaful because I receive a reward for my writing”. These statements were derived from extrinsic motives factor. This study adds to the extant literature on E-WOM and Islamic consumer behaviour by developing vigorous measures. Results transport a vibrant viewpoint for com-panies to identify elements of consumers’ E-WOM, intrinsic and extrinsic motives, and satisfaction re-lated to Takaful. The implications of study and the directions for future research are also explained. Penerbit Universiti Kebangsaan Malaysia 2019 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/13213/1/33435-104708-1-PB.pdf Norazah Mohd Suki, and Norbayah Mohd Suki, (2019) Investigating the measurement of consumers’ electronic word-of-mouth (E-WOM), intrinsic and extrinsic motives, and satisfaction of Islamic insurance (Takaful). Jurnal Komunikasi ; Malaysian Journal of Communication, 35 (2). pp. 431-447. ISSN 0128-1496 http://ejournal.ukm.my/mjc/issue/view/1200
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Kebangasaan Malaysia
building	UKM Institutional Repository
collection	Online Access
language	English
description	The Islamic Insurance (Takaful) industry has been established in Malaysia since the 80s yet people, even Muslims, prefer to choose conventional insurance which has caused the growth of the Takaful industry to be lower than conventional insurance. The reason being that consumers receive minimal electronic word-of-mouth (E-WOM) information in regard to Takaful. Hence, the aim of this research is to investigate the measurement of consumers’ E-WOM, intrinsic and extrinsic motives, and satisfac-tion of Takaful. Data derived from online survey was analysed using descriptive statistics and explora-tory factor analysis (EFA) via the Statistical Package for Social Sciences (SPSS). The EFA was executed using principal component analysis to assess the essential factor items of the data. Statement “I write comments on customer reviews about Takaful because of incentives I receive (e.g. cyber money” had the highest factor loading, inferring the most important item rated among respondents. This is fol-lowed by the statement “I write comments on customer reviews about Takaful because I can get dis-count coupons/rebates on my monthly savings in Takaful”, and the statement “I write comments on customer reviews about Takaful because I receive a reward for my writing”. These statements were derived from extrinsic motives factor. This study adds to the extant literature on E-WOM and Islamic consumer behaviour by developing vigorous measures. Results transport a vibrant viewpoint for com-panies to identify elements of consumers’ E-WOM, intrinsic and extrinsic motives, and satisfaction re-lated to Takaful. The implications of study and the directions for future research are also explained.
format	Article
author	Norazah Mohd Suki, Norbayah Mohd Suki,
spellingShingle	Norazah Mohd Suki, Norbayah Mohd Suki, Investigating the measurement of consumers’ electronic word-of-mouth (E-WOM), intrinsic and extrinsic motives, and satisfaction of Islamic insurance (Takaful)
author_facet	Norazah Mohd Suki, Norbayah Mohd Suki,
author_sort	Norazah Mohd Suki,
title	Investigating the measurement of consumers’ electronic word-of-mouth (E-WOM), intrinsic and extrinsic motives, and satisfaction of Islamic insurance (Takaful)
title_short	Investigating the measurement of consumers’ electronic word-of-mouth (E-WOM), intrinsic and extrinsic motives, and satisfaction of Islamic insurance (Takaful)
title_full	Investigating the measurement of consumers’ electronic word-of-mouth (E-WOM), intrinsic and extrinsic motives, and satisfaction of Islamic insurance (Takaful)
title_fullStr	Investigating the measurement of consumers’ electronic word-of-mouth (E-WOM), intrinsic and extrinsic motives, and satisfaction of Islamic insurance (Takaful)
title_full_unstemmed	Investigating the measurement of consumers’ electronic word-of-mouth (E-WOM), intrinsic and extrinsic motives, and satisfaction of Islamic insurance (Takaful)
title_sort	investigating the measurement of consumers’ electronic word-of-mouth (e-wom), intrinsic and extrinsic motives, and satisfaction of islamic insurance (takaful)
publisher	Penerbit Universiti Kebangsaan Malaysia
publishDate	2019
url	http://journalarticle.ukm.my/13213/ http://journalarticle.ukm.my/13213/ http://journalarticle.ukm.my/13213/1/33435-104708-1-PB.pdf
first_indexed	2023-09-18T20:04:21Z
last_indexed	2023-09-18T20:04:21Z
_version_	1777407058898845696

Investigating the measurement of consumers’ electronic word-of-mouth (E-WOM), intrinsic and extrinsic motives, and satisfaction of Islamic insurance (Takaful)

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