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Trust in takaful agents: antecedents and consequences

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  • Syadiyah Abdul Shukor

Abstract

Purpose - The purpose of this study is to explain factors contributing towards the development of trust in takaful agents and its consequences. Design/methodology/approach - A total of 182 completed survey questionnaires have been collected. Descriptive analysis, exploratory factor analysis and structural equation modeling analysis are used to analyse the data. Findings - The result indicates that clients’ trust in takaful agents is influenced by the agents’ communication and expertise as well as the image of the takaful operator represented by them. Also, trust in takaful agents affects clients’ loyalty and intention to continue service with the existing agent. Practical implications - This paper makes contributions by briefly discussing several recommendations to increase clients’ trust in takaful agents. Originality/value - This research paper is related to takaful agent–client relationships and can be used to formulate appropriate marketing strategies for building stronger relationships.

Suggested Citation

  • Syadiyah Abdul Shukor, 2020. "Trust in takaful agents: antecedents and consequences," Journal of Islamic Accounting and Business Research, Emerald Group Publishing Limited, vol. 11(6), pages 1161-1174, January.
    • Handle: RePEc:eme:jiabrp:jiabr-01-2018-0013
    DOI: 10.1108/JIABR-01-2018-0013
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