Trust in takaful agents: antecedents and consequences

Syadiyah Abdul Shukor

Journal of Islamic Accounting and Business Research, 2020, vol. 11, issue 6, 1161-1174

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.

Keywords: Trust; Relationship; Selling; Takaful agent (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (text/html)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (application/pdf)
Access to full text is restricted to subscribers

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eme:jiabrp:jiabr-01-2018-0013

DOI: 10.1108/JIABR-01-2018-0013

Access Statistics for this article

Journal of Islamic Accounting and Business Research is currently edited by Dr Mohammad Hudaib and Prof Roszaini Haniffa

More articles in Journal of Islamic Accounting and Business Research from Emerald Group Publishing Limited
Bibliographic data for series maintained by Emerald Support ().