Trust in takaful agents: antecedents and consequences

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.

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