Hilmy, H.M.Ahamed

Shafanas, N.H.F.

Catalan

IR South Eastern University of Sri Lanka

Customer perception on Takaful business in Sri Lanka 
(Special reference to Amana takaful) 
Supervisor 
H.M. Ahamed Hilmy 
Lecturer (Prob.), 
Faculty of Islamic studies & 
Arabic Language 
Researcher 
Ms. N.H.F Shafanas 
Department of Islamic Studies, 
Faculty of Islamic studies & 
Arabic Language 
I n s u r a n c e is i m p o r t a n t to pro tec t i n d i v i d u a l s a n d soc i e t y aga ins t t he r isk t h e y 
face in the i r d a y t o d a y l i fe , it g i v e s f i nanc ia l p r o t e c t i o n d u r i n g d i sab i l i t y , 
l i ab i l i t y a n d d a m a g e s a n d o f m e d i c a l o r hea l t h . Takaful is an a l t e rna t i ve t o 
c o n v e n t i o n a l i n su rance w h i c h has b e e n s t ruc tu red c o n s i d e r i n g I s l am ic 
p e r s p e c t i v e o f risk m a n a g e m e n t . It has e m e r g e d as a n i m p o r t a n t c o m p o n e n t o f 
the I s l a m i c f i nanc ia l s y s t e m . Takaful i n d u s t r y is d e v e l o p i n g r a p i d l y w i t h the 
e s t a b l i s h m e n t o f I s l a m i c b a n k i n g in S r i L a n k a s ince it w a s l a u n c h e d . W i t h the 
g r o w t h o f I s l a m i c b a n k i n g , Takaful a lso s tar ted to g r o w b e c a u s e ; it is o n e o f 
the r i sk m i t i g a t i o n too ls f o r I s l am ic b a n k i n g o p e r a t i o n s . T h e m a i n o b j e c t i v e o f 
this research is to m e a s u r e the c u s t o m e r p e r c e p t i o n o n Takaful w i t h spec ia l 
r e fe rence to A m a n a Takaful. B e c a u s e , e v e n it is an I s l a m i c i nsu rance the 
soc i e t y has s o m e m i s c o n c e p t i o n as w e l l as s o m e c o m m e n t s o n Takaful. T h u s 
th is resea rch has b e e n d o n e o n c u s t o m e r p e r c e p t i o n o n Takaful i n S r i L a n k a . 
T h e s t u d y has b e e n d o n e u s i n g q u a n t i t a t i v e m e t h o d b y a n a l y z i n g the data 
co l l ec ted u s i n g ques t i onna i res . F o r the da ta ana l ys i s , d e s c r i p t i v e stat ist ical 
t echn iques are used . F o r h y p o t h e s i s tes t i ng , s p e a r m a n co r re la t i on a n d m u l t i p l e 
l i near reg ress ions are u s e d . T h e f i n d i n g o f th is research s h o w s that t he m o s t o f 
the c u s t o m e r s h a v e p o s i t i v e p e r c e p t i o n o n T a k a f u l o p e r a t i o n s e x c e p t o n the 
c l a i m p rocess . S o , the m o s t c o m m o n p r o b l e m e n c o u n t e r e d b y th is research is 
the c l a i m p rocess o f A m a n a T a k a f u l is n o t f u l l y sa t is f ied . T h e r e f o r e the s t u d y 
r e c o m m e n d s A m a n a Takaful t o t a k e m o r e ca re t o o b t a i n p o s i t i v e p e r c e p t i o n o n 
c l a i m p rocess as w e l l as t o p ro tec t the i r p o s i t i v e p e r c e p t i o n o n o t h e r 
c o m p o n e n t s o f the c o m p a n y a n d g o o d w i l l a m o n g the c u s t o m e r s . 
K e y w o r d s : C u s t o m e r p e r c e p t i o n , Takqfl, I s l am ic f i n a n c e 
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Customer perception on Takaful business in Sri Lanka: special reference to Amana Takaful

http://ir.lib.seu.ac.lk/bitstream/123456789/2364/1/ABSTRACTS%209TH%20APRIL%202013-34.pdf

Customer perception on Takaful business in Sri Lanka: special reference to Amana Takaful

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