An Empirical Analysis on Customer Satisfaction in Takaful Products

Abstract

Alongside its growing potential in Islamic banking, Malaysia is set to become a hub for takaful in the Asia region. The takaful industry in Malaysian market is placed in the top three in the world. The study aimed to explore whether technology, product offered, and consultancy have a significant relationship to customer satisfaction who have purchased takaful products. The study had utilized a survey approach and took a sample of 150 respondents among the community in Kelantan. The results indicated that products offered and consultancy have a strong positive relationship with customer satisfaction while technology had shown a moderate positive relationship with customer satisfaction.