eprintid: 19964
rev_number: 2
eprint_status: archive
userid: 1
dir: disk0/00/01/99/64
datestamp: 2024-06-04 14:19:42
lastmod: 2024-06-04 14:19:42
status_changed: 2024-06-04 14:16:18
type: article
metadata_visibility: show
creators_name: Saoula, O.
creators_name: Abid, M.F.
creators_name: Ahmad, M.J.
creators_name: Shamim, A.
creators_name: Patwary, A.K.
creators_name: Yusr, M.M.
title: Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image
ispublished: pub
note: cited By 1
abstract: 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 commitment�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 agents� 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 agents� services. Research limitations/implications: In this study, only the predictors such as service quality, perceived costs and agents� roles as trust�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 trust�commitment factors and ultimately increase customer satisfaction. Originality/value: By presenting commitment�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 organizations� context. © 2023, Emerald Publishing Limited.
date: 2024
publisher: Emerald Publishing
official_url: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85164156235&doi=10.1108%2fJIMA-08-2021-0257&partnerID=40&md5=5bc55cff1e2306ac7b9b55632d65234b
id_number: 10.1108/JIMA-08-2021-0257
full_text_status: none
publication: Journal of Islamic Marketing
volume: 15
number: 2
pagerange: 418-445
refereed: TRUE
issn: 17590833
citation:   Saoula, O. and Abid, M.F. and Ahmad, M.J. and Shamim, A. and Patwary, A.K. and Yusr, M.M.  (2024) Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image.  Journal of Islamic Marketing, 15 (2).  pp. 418-445.  ISSN 17590833