Investigating the impact of Shari’ah perception on customer switching intentions: A study of Takāful and conventional insurance

The core objective of this paper is to examine the relationship between the Shari’ah perceptions and the customers’ switching intentions in both Takāful and Conventional Insurance. In today’s world, most of the businesses are focusing on customer retention rather than the customer acquisition. Howev...

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Autores principales:	Hassan Jamil, Waheed Akhter
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2016
Materias:	switching intentions shari’ah perceptions customer satisfaction family takāful life insurance Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/5ac26f740e7b444ba9755b6f062b45e8
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spelling	oai:doaj.org-article:5ac26f740e7b444ba9755b6f062b45e82021-12-02T14:35:46ZInvestigating the impact of Shari’ah perception on customer switching intentions: A study of Takāful and conventional insurance2331-197510.1080/23311975.2016.1261525https://doaj.org/article/5ac26f740e7b444ba9755b6f062b45e82016-12-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2016.1261525https://doaj.org/toc/2331-1975The core objective of this paper is to examine the relationship between the Shari’ah perceptions and the customers’ switching intentions in both Takāful and Conventional Insurance. In today’s world, most of the businesses are focusing on customer retention rather than the customer acquisition. However, our current knowledge of insurance systems is unable to address the crucial issues of target achieving marketing tactics. Takāful is firming its roots in Muslim communities across the globe. As per customer satisfaction been considered as an important factor of customer switching, we have gone further and investigated the mediating role of customer satisfaction to customer switching intentions. The sample size of 400 customers of major life Insurance and family Takāful companies was taken using convenient sampling method. Mediation analysis was performed to test the mediating role of customer satisfaction in Family Takāful and Life Insurance. The impact of Shari’ah perceptions in life insurance and family Takāful was found significant. Furthermore, customer switching intentions were partially mediated by customer satisfaction. This study has some important implications for the insurance/Takāful practitioners and policymakers. It urges the Insurance/Takāful operators to maintain and develop strong long-term relationships with the customers to reduce their switching intentions. For Takāful practitioners, there is a need to develop clear understanding of Takāful in the minds of customers as well as general public.Hassan JamilWaheed AkhterTaylor & Francis Grouparticleswitching intentionsshari’ah perceptionscustomer satisfactionfamily takāfullife insuranceBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 3, Iss 1 (2016)
institution	DOAJ
collection	DOAJ
language	EN
topic	switching intentions shari’ah perceptions customer satisfaction family takāful life insurance Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	switching intentions shari’ah perceptions customer satisfaction family takāful life insurance Business HF5001-6182 Management. Industrial management HD28-70 Hassan Jamil Waheed Akhter Investigating the impact of Shari’ah perception on customer switching intentions: A study of Takāful and conventional insurance
description	The core objective of this paper is to examine the relationship between the Shari’ah perceptions and the customers’ switching intentions in both Takāful and Conventional Insurance. In today’s world, most of the businesses are focusing on customer retention rather than the customer acquisition. However, our current knowledge of insurance systems is unable to address the crucial issues of target achieving marketing tactics. Takāful is firming its roots in Muslim communities across the globe. As per customer satisfaction been considered as an important factor of customer switching, we have gone further and investigated the mediating role of customer satisfaction to customer switching intentions. The sample size of 400 customers of major life Insurance and family Takāful companies was taken using convenient sampling method. Mediation analysis was performed to test the mediating role of customer satisfaction in Family Takāful and Life Insurance. The impact of Shari’ah perceptions in life insurance and family Takāful was found significant. Furthermore, customer switching intentions were partially mediated by customer satisfaction. This study has some important implications for the insurance/Takāful practitioners and policymakers. It urges the Insurance/Takāful operators to maintain and develop strong long-term relationships with the customers to reduce their switching intentions. For Takāful practitioners, there is a need to develop clear understanding of Takāful in the minds of customers as well as general public.
format	article
author	Hassan Jamil Waheed Akhter
author_facet	Hassan Jamil Waheed Akhter
author_sort	Hassan Jamil
title	Investigating the impact of Shari’ah perception on customer switching intentions: A study of Takāful and conventional insurance
title_short	Investigating the impact of Shari’ah perception on customer switching intentions: A study of Takāful and conventional insurance
title_full	Investigating the impact of Shari’ah perception on customer switching intentions: A study of Takāful and conventional insurance
title_fullStr	Investigating the impact of Shari’ah perception on customer switching intentions: A study of Takāful and conventional insurance
title_full_unstemmed	Investigating the impact of Shari’ah perception on customer switching intentions: A study of Takāful and conventional insurance
title_sort	investigating the impact of shari’ah perception on customer switching intentions: a study of takāful and conventional insurance
publisher	Taylor & Francis Group
publishDate	2016
url	https://doaj.org/article/5ac26f740e7b444ba9755b6f062b45e8
work_keys_str_mv	AT hassanjamil investigatingtheimpactofshariahperceptiononcustomerswitchingintentionsastudyoftakafulandconventionalinsurance AT waheedakhter investigatingtheimpactofshariahperceptiononcustomerswitchingintentionsastudyoftakafulandconventionalinsurance
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Investigating the impact of Shari’ah perception on customer switching intentions: A study of Takāful and conventional insurance

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