Nur Hafifa Iswati Ishak
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Nur Hafifa Iswati Ishak
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Nur Hafifa Iswati , Ishak
Alternative Name
Iswati Ishak, Nur Hafifa
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Scopus Author ID
57223346943

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  • Publication
    Effects of corporate image and service quality on customer satisfaction in the Malaysian takaful industry: trust as a moderator
    ( 2021)
    Nur Hafifa Iswati Ishak
    The purpose of this study is to explore the effects of two independent variables (corporate image and service quality) on the customer satisfaction in Takaful industry in Malaysia. Customer satisfaction is one of the secret of success in any business, it is one of a known strategies in the business world and it has become a key element in a business survival. However, customer satisfaction is more complicated in reality than verbally define. The interpretation of customer satisfaction also varies from one person to another person and from one industry to other industry. This is why there is no agreement on one definition that can be best in describing the meaning of customer satisfaction and to accurately fit in every context and measurement. In addition, most Takaful markets in the world is still in infancy stage and it is still being consider as a new industry. Studies on the customer satisfaction in this industry are still limited. Therefore, this study focused on the relationship between corporate image (firm communication, brand familiarity and word of mouth), service quality (functional service quality, technical service quality and ethical service quality) and customer satisfaction. Trust was a moderator variable to test the effect of significant relationships between the independent variable (corporate image, service quality) and the dependent variables (customer satisfaction). A total of 275 response were collected through a survey whilst analysis through SPSS 21 and Smart PLS 3.0 was carried out to examine the relationship between all the variables in this study. The result of the empirical study showed that there was a significant relationship between corporate image (firm communication), service quality (functional service quality and ethical service quality) towards customer satisfaction in Takaful industry in Malaysia. However, trust indicated a non-significant relationship as moderator on the main independent variable. The research framework of this study contributes to the existing Takaful industry fields and literature especially in the customer satisfaction. The findings also offer theoretical and practical implications for the Takaful practitioner as well as for the development of the Takaful industry in the country. Finally, some limitations provide room and direction for future research.
  • Publication
    The impact of the big five personality traits on work engagement among Malaysian public universities academics
    ( 2024)
    Siti Balkis Mohamed Ibrahim
    ;
    Nur Qurratul' Aini Ismail
    ;
    Nazra Aliff Nazri
    ;
    Nurhidayah Marzuki @ Yahaya
    ;
    Faiz Masnan
    ;
    Nur Hafifa Iswati Ishak
    This study focuses on the public universities’ academics work engagement levels based on the individual personality traits that influences them. It is believed that individual personality has a credentials to a person’s attitude or features, which most of the time, being influenced by internal and external factors. Thus, in this study context, researchers’ intented to test academics’ personality while their engaging with their tasks. This study executed in Malaysia context, survey tested on 147 participants or said 147 academics. The participation indicates 64% of responses. Later, the responses of questionnaires were coded thru SPSS version 26. There are six analyses were executed in this study, namely descriptive analysis, normality analysis, reliability tests, Pearson correlation analysis, simple regression analysis and also multiple regression analysis. Results shows that Big Five personality model are interrelated and correlated with work engagement which aligned with previous studies, except for agreeableness personality that been contradicted with past research in this study context. There is high possibility due to various situational issues, such as in aspect of sampling method or misinterpretation by respondents. Moreover, this study tends to be a contribution to literature and stepping stone for more outcomes. Future studies were proposed.
  • Publication
    Word of mouth, trust and customer satisfaction in family takaful industry in Malaysia
    ( 2021-05-03)
    Nur Hafifa Iswati Ishak
    ;
    Ummi Naiemah Saraih
    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.