The Determinants of Service Recovery Performance Among Takaful Agents in Malaysia

  • Wan Ayuni Wan Mohd Azmi Faculty of Business and Management, Universiti Sultan Zainal Abidin (UniSZA), Terengganu, Malaysia
  • Roslida Abdul Razak Faculty of Business and Management, Universiti Sultan Zainal Abidin (UniSZA), Terengganu, Malaysia
Keywords: service recovery performance, takaful agents, training, empowerment, teamwork


The takaful sector in Malaysia currently grows rapidly and remains resilient and agile with 6.07 million certificates in current business enforcement. However, the penetration rate is still considered lower than those targeted by BNM and is not proportionate to the Muslim populations in Malaysia. Moreover, the disputes over the takaful sector had also been higher than in banking, Islamic banking, and the payment system sector for the past few years. Most of the disputes registered were delayed in the claims process and agents failed to provide product disclosure and explain the key terms, resulting in a lack of knowledge and understanding of the certificate and mis-selling takaful products to the participants. Hence, this conceptual paper of a future study intends to explore the determinants of service recovery performance among takaful agents, who play a crucial role as intermediaries between the participants and takaful operators. It is crucial for them to carry out their duties with care, diligence, and well-trained skills in keeping the sustainability of competitive advantage for takaful operators to acquire the future market and maintain the existing clients. This conceptual study is based on library research. The data of this study was collected from past literature reviews including journals, articles, theses, books, and related academic and non-academic items. This study is not a new topic, but empirical studies in this industry are limited especially in the takaful industry in Malaysia.


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How to Cite
Wan Mohd Azmi, W. A., & Roslida Abdul Razak. (2023). The Determinants of Service Recovery Performance Among Takaful Agents in Malaysia. The Journal of Management Theory and Practice (JMTP), 4(2), 20-25.
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