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Concept Paper: Customer Satisfaction in Malaysian Takaful Industry

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  • Nur Hafifa Iswati Ishak

Abstract

The purpose of this paper is to review several determinants of customer satisfaction based on the existing literature. At the same time, the history of the development of Takaful Insurance Industry in the context of Malaysia has been revealed. Given that the study of customer satisfaction particularly in the Malaysia Takaful Industry is still limited; thus, the researcher attempt to bring the entire concept of customer satisfaction based on the findings of the previous research. Underpinning theory which may explain the relationship between variables which are related to customer satisfaction domain has been discussed.

Suggested Citation

  • Nur Hafifa Iswati Ishak, 2017. "Concept Paper: Customer Satisfaction in Malaysian Takaful Industry," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(3), pages 380-391, March.
    • Handle: RePEc:hur:ijarbs:v:7:y:2017:i:3:p:380-391
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    References listed on IDEAS

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    1. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    2. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
    3. Kim, Jaehoon & Kim, Sangsin, 2015. "2012년 국회법 개정의 효과 연구 [A Study on the Effect of the 2012 National Assembly Act Amendment]," KDI Research Monographs, Korea Development Institute (KDI), volume 127, number v:2015-03(k):y:2015:p:1-1.
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