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Testing mediating effect of customer gratitude on Islamic relationship marketing practice in Malaysian takaful industry

Parallel to the achievement of the Takaful industry, agency system becomes the main medium utilised by the industry to educate the public and assist them about future financial preparation. As a mirror to an Islamic type of insurance, Takaful agents play significant role not limited to sell the Taka...

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Main Author: Che Mohd Salleh, Marhanum
Format: Conference or Workshop Item
Language:English
Published: 2015
Subjects:
H Social Sciences (General)
HG Finance
Online Access:http://irep.iium.edu.my/45001/17/AAMC2015_Full_paper.pdf
http://irep.iium.edu.my/45001/
http://aamc2015.usm.my/index.php
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spelling my.iium.irep.450012015-11-05T05:42:01Z http://irep.iium.edu.my/45001/ Testing mediating effect of customer gratitude on Islamic relationship marketing practice in Malaysian takaful industry Che Mohd Salleh, Marhanum H Social Sciences (General) HG Finance Parallel to the achievement of the Takaful industry, agency system becomes the main medium utilised by the industry to educate the public and assist them about future financial preparation. As a mirror to an Islamic type of insurance, Takaful agents play significant role not limited to sell the Takaful products, but to behave base on the Islamic norms in front of their customers. Thus, this research introduces the features of Islamic relationship marketing and investigates its significance towards customer gratitude, trust, and commitment in the industry. A total of 741 of Family Takaful customers located in Klang Valley participated in this study. Based on analysis, Islamic relationship marketing (IRM) have significantly affected customer gratitude, trust, and commitment. Customer gratitude is found to partially mediate the relationship of IRM-customer trust and IRM-customer commitment via PLS analysis. These results are important to the industry to enhance its marketing approach for future customer retention. 2015-10-02 Conference or Workshop Item REM application/pdf en http://irep.iium.edu.my/45001/17/AAMC2015_Full_paper.pdf Che Mohd Salleh, Marhanum (2015) Testing mediating effect of customer gratitude on Islamic relationship marketing practice in Malaysian takaful industry. In: The 11th Asian Academy of Management International Conference 2015, 2nd-4th October 2015, Penang. (Unpublished) http://aamc2015.usm.my/index.php
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
topic H Social Sciences (General)
HG Finance
spellingShingle H Social Sciences (General)
HG Finance
Che Mohd Salleh, Marhanum
Testing mediating effect of customer gratitude on Islamic relationship marketing practice in Malaysian takaful industry
description Parallel to the achievement of the Takaful industry, agency system becomes the main medium utilised by the industry to educate the public and assist them about future financial preparation. As a mirror to an Islamic type of insurance, Takaful agents play significant role not limited to sell the Takaful products, but to behave base on the Islamic norms in front of their customers. Thus, this research introduces the features of Islamic relationship marketing and investigates its significance towards customer gratitude, trust, and commitment in the industry. A total of 741 of Family Takaful customers located in Klang Valley participated in this study. Based on analysis, Islamic relationship marketing (IRM) have significantly affected customer gratitude, trust, and commitment. Customer gratitude is found to partially mediate the relationship of IRM-customer trust and IRM-customer commitment via PLS analysis. These results are important to the industry to enhance its marketing approach for future customer retention.
format Conference or Workshop Item
author Che Mohd Salleh, Marhanum
author_facet Che Mohd Salleh, Marhanum
author_sort Che Mohd Salleh, Marhanum
title Testing mediating effect of customer gratitude on Islamic relationship marketing practice in Malaysian takaful industry
title_short Testing mediating effect of customer gratitude on Islamic relationship marketing practice in Malaysian takaful industry
title_full Testing mediating effect of customer gratitude on Islamic relationship marketing practice in Malaysian takaful industry
title_fullStr Testing mediating effect of customer gratitude on Islamic relationship marketing practice in Malaysian takaful industry
title_full_unstemmed Testing mediating effect of customer gratitude on Islamic relationship marketing practice in Malaysian takaful industry
title_sort testing mediating effect of customer gratitude on islamic relationship marketing practice in malaysian takaful industry
publishDate 2015
url http://irep.iium.edu.my/45001/17/AAMC2015_Full_paper.pdf
http://irep.iium.edu.my/45001/
http://aamc2015.usm.my/index.php
_version_ 1643612691869204480
score 13.211869

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