PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY IN TAKAFUL INDUSTRY

This empirical study investigated the impact on customer loyalty in Family Takaful of perceived service quality and customer satisfaction. Based on the literature review, the research was guided by four hypotheses. The population of this sample is employees of three Pahang universities and Family Takaful policy holders. A total of 400 questionnaires was circulated and 114 responded analyzed. Findings from the study found that three hypotheses were supported, providing new ideas for Takaful providers and Takaful agents to improve their current low level of market penetration. Theoretically, this study adds to the growing body of literature on Takaful service quality, particularly in customer satisfaction and customer loyalty. Practically, measuring Takaful service quality can help Takaful providers to effectively establish control mechanism and initiate improvement programs. This study found that customer and Takaful providers can create affect on Takaful service quality. The results of the current study provide support for the notion that customer loyalty is a vital component of successful Takaful service offerings. (C) 2020 Published by European Publisher.