Word of mouth, trust and customer satisfaction in family Takaful industry in Malaysia

Customer satisfaction is critical to success of any business and it has become a key element in a business survival. Malaysia’s achievements as the second largest Takaful market outside the Arab region showed that Malaysia Takaful industry is on the right track towards becoming a giant industry in the future. However, the market of Takaful industry in Malaysia is still small compared to conventional insurance. Customer satisfaction is the item that become the main focus of this study and items of trust and word of mouth (WOM) are the item that contributed towards customer satisfaction in the Takaful industries. The findings have implications for academia and management.