Purpose

This paper aims to identify Islamic influence on customer satisfaction in Pakistan Takaful and conventional insurance industry. Specifically, it analyses the vital role of Shari’ah perception in achieving higher customer satisfaction.

Design/methodology/approach

The data from 400 customers of both the family Takāful and life insurance (200 each) were collected. Further, the regression-based bootstrapping approach was applied through process macro developed by Hayes (2013).

Findings

The results indicate that a higher Shari’ah perception positively affects the customer satisfaction in the Takaful industry with improved service and relationship quality; whereas, it negatively affects customer satisfaction in case of the conventional insurance. Further, it has been found that customer satisfaction partially mediates the customer switching intentions in both the Takaful and conventional insurance industry in the presence of service quality and relationship quality.

Practical implications

This research will enable the practitioners to understand the factors that affect customer satisfaction in Pakistan. It has the essential policy and managerial implications for the growth of the Takaful and conventional insurance industry.

Originality/value

This is one of the pioneer studies investigating the impact of Islamic influence (specifically Shari’ah perception) on customer satisfaction in both the Takaful and conventional insurance industry in Pakistan.

中文翻译：

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伊斯兰对客户满意度的影响：来自回教保险和传统保险业的证据

目的

本文旨在确定伊斯兰对巴基斯坦伊斯兰保险和传统保险业客户满意度的影响。具体来说，它分析了伊斯兰教义在实现更高客户满意度方面的重要作用。

设计/方法/方法

收集了来自家庭回教保险和人寿保险（各 200 名）的 400 名客户的数据。此外，通过 Hayes (2013) 开发的过程宏应用了基于回归的引导方法。

发现

结果表明，较高的伊斯兰教义认知会对回教保险行业的客户满意度产生积极影响，从而改善服务和关系质量；而在传统保险的情况下，它会对客户满意度产生负面影响。此外，已经发现，在存在服务质量和关系质量的情况下，客户满意度在回教保险和传统保险行业中部分地调节了客户转换意图。

实际影响

这项研究将使从业者能够了解影响巴基斯坦客户满意度的因素。它对伊斯兰保险和传统保险业的发展具有重要的政策和管理意义。

原创性/价值

这是调查伊斯兰影响（特别是伊斯兰教义观念）对巴基斯坦伊斯兰保险和传统保险业客户满意度影响的先驱研究之一。