Exploring Critical Agent Qualities for Takaful Penetration: A Nominal Group Technique approach
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Abstract
Takaful agents serve as essential intermediaries representing takaful operators in the promotion and distribution of takaful products. Enhancing agent quality is critical for strengthening customer satisfaction and market penetration. This study discusses the Nominal Group Technique (NGT) to identify the main key quality elements that agents must possess to ensure effective service delivery in takaful. Through a structured evaluation, appraisal, and expert-voting process, three main quality elements have been identified as essential for agents. The NGT approach enables researchers to quickly and easily validate these elements. The findings have practical implications for guiding the industry and informing future academic research.
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Copyright (c) 2026 Suriadi Uddin , Rubayah Yakob , Mohd Hafizuddin-Syah Bangaan Abdullah
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