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
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id	my-ums-ep.38656
record_format	uketd_dc
spelling	my-ums-ep.386562024-05-15T03:21:43Z Impacts of positive electrtonic-words-of-mouth on consumerse' continuance intention, statisfaction and brand loyalty in Islamic insurance (takaful) of generation Y 2018 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 https://eprints.ums.edu.my/id/eprint/38656/ https://eprints.ums.edu.my/id/eprint/38656/1/24%20PAGES.pdf text en public https://eprints.ums.edu.my/id/eprint/38656/2/FULLTEXT.pdf text en validuser masters Universiti Malaysia Sabah Fakulti Kewangan Antarabangsa Labuan
institution	Universiti Malaysia Sabah
collection	UMS Institutional Repository
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
qualification_level	Master's degree
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
granting_institution	Universiti Malaysia Sabah
granting_department	Fakulti Kewangan Antarabangsa Labuan
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
_version_	1804890336402604032

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

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