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Impacts of positive electrtonic-words-of-mouth on consumerse' continuance intention, statisfaction and brand loyalty in Islamic insurance (takaful) of generation Y

Takaful industry has been established in Malaysia since the 80's yet people even Muslims chose conventional insurance as the growth of Takaful industry is lower compared to conventional insurance. Thus, the most suitable method to settle this issue is to transform Takaful's marketing strat...

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Main Author: Mohd Anas Mentoh
Format: Thesis
Language:English
English
Published: 2018
Subjects:
HG8011-9999 Insurance
Online Access:https://eprints.ums.edu.my/id/eprint/38656/1/24%20PAGES.pdf
https://eprints.ums.edu.my/id/eprint/38656/2/FULLTEXT.pdf
https://eprints.ums.edu.my/id/eprint/38656/
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spelling my.ums.eprints.386562024-05-15T03:21:43Z https://eprints.ums.edu.my/id/eprint/38656/ Impacts of positive electrtonic-words-of-mouth on consumerse' continuance intention, statisfaction and brand loyalty in Islamic insurance (takaful) of generation Y Mohd Anas Mentoh HG8011-9999 Insurance Takaful industry has been established in Malaysia since the 80's yet people even Muslims chose conventional insurance as the growth of Takaful industry is lower compared to conventional insurance. Thus, the most suitable method to settle this issue is to transform Takaful's marketing strategy, and then administer the business as a brand in order to ensure that customer value can be delivered properly (King, 1991; Md Husin and Ab Rahman, 2013). Electronic-Words-of-Mouth (E-WOM) plays a vital role in marketing world and it can help Takaful industry to grow better and more competitive. Hence, the aims of this study is to investigate the impact of positive E-WOM on consumers' continuance intention and brand loyalty in Islamic Insurance (Takafui) of Generation Y. A quantitative research design was used whereby data were collected through online survey among Generation Y in Malaysia. Data was analysed by using partial least square - structural equation modelling (PLS-SEM) approach via the Smart PLS software version 3.0. Results revealed that consumers' Intrinsic Motives, Extrinsic Motives and satisfaction positively impacted consumers' E-WOM on Takaful participation. Next, consumers' E-WOM also positively affect consumers' continuance intention in Takaful participation. However, consumers' continuance intention does not gives significance towards brand loyalty. Marketers should start venturing into online platform to reach customers closer. To conclude, E-WOM is necessary in this industry to ensure customer retention. This research helps to describe the Takaful satisfaction and loyalty of customer through their motives of E-WOM regarding on Takaful. This would help increase the efficiency of Takaful management by Takaful operators. Direction for future research is also presented. 2018 Thesis NonPeerReviewed text en https://eprints.ums.edu.my/id/eprint/38656/1/24%20PAGES.pdf text en https://eprints.ums.edu.my/id/eprint/38656/2/FULLTEXT.pdf Mohd Anas Mentoh (2018) Impacts of positive electrtonic-words-of-mouth on consumerse' continuance intention, statisfaction and brand loyalty in Islamic insurance (takaful) of generation Y. Masters thesis, Universiti Malaysia Sabah.
institution Universiti Malaysia Sabah
building UMS Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sabah
content_source UMS Institutional Repository
url_provider http://eprints.ums.edu.my/
language English
English
topic HG8011-9999 Insurance
spellingShingle HG8011-9999 Insurance
Mohd Anas Mentoh
Impacts of positive electrtonic-words-of-mouth on consumerse' continuance intention, statisfaction and brand loyalty in Islamic insurance (takaful) of generation Y
description Takaful industry has been established in Malaysia since the 80's yet people even Muslims chose conventional insurance as the growth of Takaful industry is lower compared to conventional insurance. Thus, the most suitable method to settle this issue is to transform Takaful's marketing strategy, and then administer the business as a brand in order to ensure that customer value can be delivered properly (King, 1991; Md Husin and Ab Rahman, 2013). Electronic-Words-of-Mouth (E-WOM) plays a vital role in marketing world and it can help Takaful industry to grow better and more competitive. Hence, the aims of this study is to investigate the impact of positive E-WOM on consumers' continuance intention and brand loyalty in Islamic Insurance (Takafui) of Generation Y. A quantitative research design was used whereby data were collected through online survey among Generation Y in Malaysia. Data was analysed by using partial least square - structural equation modelling (PLS-SEM) approach via the Smart PLS software version 3.0. Results revealed that consumers' Intrinsic Motives, Extrinsic Motives and satisfaction positively impacted consumers' E-WOM on Takaful participation. Next, consumers' E-WOM also positively affect consumers' continuance intention in Takaful participation. However, consumers' continuance intention does not gives significance towards brand loyalty. Marketers should start venturing into online platform to reach customers closer. To conclude, E-WOM is necessary in this industry to ensure customer retention. This research helps to describe the Takaful satisfaction and loyalty of customer through their motives of E-WOM regarding on Takaful. This would help increase the efficiency of Takaful management by Takaful operators. Direction for future research is also presented.
format Thesis
author Mohd Anas Mentoh
author_facet Mohd Anas Mentoh
author_sort Mohd Anas Mentoh
title Impacts of positive electrtonic-words-of-mouth on consumerse' continuance intention, statisfaction and brand loyalty in Islamic insurance (takaful) of generation Y
title_short Impacts of positive electrtonic-words-of-mouth on consumerse' continuance intention, statisfaction and brand loyalty in Islamic insurance (takaful) of generation Y
title_full Impacts of positive electrtonic-words-of-mouth on consumerse' continuance intention, statisfaction and brand loyalty in Islamic insurance (takaful) of generation Y
title_fullStr Impacts of positive electrtonic-words-of-mouth on consumerse' continuance intention, statisfaction and brand loyalty in Islamic insurance (takaful) of generation Y
title_full_unstemmed Impacts of positive electrtonic-words-of-mouth on consumerse' continuance intention, statisfaction and brand loyalty in Islamic insurance (takaful) of generation Y
title_sort impacts of positive electrtonic-words-of-mouth on consumerse' continuance intention, statisfaction and brand loyalty in islamic insurance (takaful) of generation y
publishDate 2018
url https://eprints.ums.edu.my/id/eprint/38656/1/24%20PAGES.pdf
https://eprints.ums.edu.my/id/eprint/38656/2/FULLTEXT.pdf
https://eprints.ums.edu.my/id/eprint/38656/
_version_ 1800089056232603648
score 13.211869

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