TY  - JOUR
AV  - none
SP  - 418
TI  - Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image
N1  - cited By 1
PB  - Emerald Publishing
SN  - 17590833
EP  - 445
ID  - scholars19964
N2  - Purpose: It is widely evident that trust and commitment are important pillars for strengthening the relationship between financial service firms and their customers. However, it has not been explored how the service quality, perceived cost and role of agents are important for financial service firms. To overcome this gap, this study aims to investigate the role of service quality, perceived cost and the role of agents as the commitmentâ??trust factors in the financial insurance service (Takaful) in Malaysia, enhancing customer satisfaction. Design/methodology/approach: The study follows a quantitative design in which primary data was collected using a survey instrument. The measurement instrument was adapted from the previous research, and data were collected from 264 customers of the Takaful financial service organizations in Malaysia. The data were analyzed using variance-based structural equational modeling in Smart-PLS software. Findings: This research has revealed several useful insights that demonstrate a significant impact on service quality, perceived cost and the agentsâ?? role in forging close relationships with their customers. Corporate image has a moderating role in relationships and has significantly impacted takaful insurance companies. The results imply that regardless of the corporate image of the financial service organizations, customers are concerned about the prices and the quality of the agentsâ?? services. Research limitations/implications: In this study, only the predictors such as service quality, perceived costs and agentsâ?? roles as trustâ??commitment factors were examined to determine customer satisfaction. Other investigations are highly recommended, such as value co-creation in takaful, takaful customer experience and takaful trust. This study offers insights to takaful insurance companies on how to keep up a positive corporate image, which will boost their trustâ??commitment factors and ultimately increase customer satisfaction. Originality/value: By presenting commitmentâ??trust factors and company image in an identifiable framework, the current study has expanded the discussion on takaful financial insurance services. The methodology is developed and rigorously tested to gauge customer satisfaction in takaful financial service organizationsâ?? context. © 2023, Emerald Publishing Limited.
IS  - 2
Y1  - 2024///
VL  - 15
A1  - Saoula, O.
A1  - Abid, M.F.
A1  - Ahmad, M.J.
A1  - Shamim, A.
A1  - Patwary, A.K.
A1  - Yusr, M.M.
JF  - Journal of Islamic Marketing
UR  - https://www.scopus.com/inward/record.uri?eid=2-s2.0-85164156235&doi=10.1108%2fJIMA-08-2021-0257&partnerID=40&md5=5bc55cff1e2306ac7b9b55632d65234b
ER  -