Identifying the Key Quality of Takaful Agents Influence on Takaful Penetration: The Nominal Group technique approach

Abstract

Agents are the most influential channel and act as intermediaries for marketing Takaful products. This article discusses the Nominal Group Technique (NGT) as an alternative method to develop a list of quality elements for efficient agent services. Based on the expert consensus, ten essential recommendations regarding quality elements to improve agent quality services have been proposed. The NGT approach allowed researchers to easily and quickly obtain element validation. Expert discussion, appraisal, and voting were conducted after identifying items derived from relevant literature. The study presents the findings and future research directions for academic and Takaful industry references.