Construct |
Item No |
Item |
Source |
Perceived Service Quality |
PSQ1 |
The Takaful agent served exactly as I requested |
Ryu, Lee, and Kim (2012) |
PSQ2 |
The Takaful agent provided prompt and quick service |
PSQ3 |
The Takaful agent is always willing to help me |
PSQ4 |
The Takaful agent made me feel comfortable in dealing with the company |
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Customer Satisfaction |
CS1 |
The service provided by Takaful company satisfies me |
Abu Hassan et al. (2014) |
CS2 |
The attitude of my Takaful company agents satisfies me |
CS3 |
I am satisfied with the skill of the agents |
CS4 |
My Takaful company met my expectation |
CS5 |
I am very satisfied with my overall experience with the Takaful company |
CS6 |
Perkhidmatan yang diberi oleh Syarikat Takaful memuaskan hati saya |
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Customer Loyalty |
CL1 |
I will maintain my patronage of my Takaful company for a very long time |
Abu Hassan et al. (2014) |
CL2 |
I will still use the services of my Takaful company even if the other Takaful company offers me a better price |
CL3 |
When I need the Takaful product, my Takaful company is my best choice |
CL4 |
I am likely to continue to buy a product from my Takaful company without considering products from the other Takaful company |
CL5 |
Even if another Takaful company gives special offers, I will still patronize the my Takaful company |