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Perceived Service Quality, Customer Satısfaction, and Customer Loyalty in Takaful Industry

Table 2:

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
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
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
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