The concept of trust in Islam is known generally as Am?nah. Am?nah is evidently stated in the Quran and the Hadith of the Prophet (pbuh). The word Am?nah originates from the word Amnu and Am?nah is a trustworthy person where the trustee protects and delivers the rights to its rightful owner. The antonym for Am?nah is Al-khiy?nah. Thus, Am?nah is to keep the trust in the way the trustee intended to. Islam demands that trust is a major component of any transaction. Fairness, justice and honesty should be prevail. In Common Law, the equity concept of Trust arises when the settler transfers his property to the trustee in order for the trustee to manage the property as agreed for the benefit of identified beneficiaries. Trust is created through an agreement or through judicial decision.
The majority of marketing studies (Raimondo, 2000), trust can be as part of ‘brand credibility’, in product acceptance (Keller and Aaker, 1992), fundamental to develop of loyalty (Reicheld and Schefter, 2000) and as critical in maintaining successful agency-client relationship (Labahn and Kohli, 1997). There is, generally a paucity of trust related research in the consumer domain, although several recent publications focus on the consumer relationship with brand (Aaker, 1997). Thus, since consumers have trusted any brand or products, it shows that their acceptance towards a product.
Bello and Ayuba (2014) have noted that consumers’ perception is the function and reflection of their awareness of the offerings which is Takaful and the trust level built by the consumer on the services providers which is Takaful Operators. This explains the position that marketers hold with regard to consumers’ product/services decision process.
However, in the case of Takaful product the operators also should work hard in differentiating themselves from the conventional insurance services which would build new reputation. This is because a lot of non-Muslim customers are not aware and cannot differentiate Islamic insurance which is Takaful with conventional insurance. Besides, they also should win people trust and confidence. When the operator win the people trust especially non-Muslim customers, more of them will participate in this product. Establishing and building consumers’ trust of Takaful service providers restore consumers’ confidence of the Islamic insurance services as to be capable of meeting consumers’ need of risk management tool (Maiyaki and Ayuba, 2015).
Based on Silberer and Wolfahrt (2001), acceptance research has provided important insights in explaining the success or failure of new product or services. Consumer acceptance is a complicated process involving societal attitudes. In addition, consumer acceptance reflects of their experience using a product. Then the company can show a positive or good image to their consumers with produce a good product that will give a good experience to them supported by (Soderlund, 1998).
According to Zainal Abidin (2005), although its acceptance in the Muslim world was slow at first, the new millennium has seen a quickening in the pace. This has a lot to do with the emergence of a young generation of educated and affluent Muslims seeking a substitute for an important part of commerce and personal finance. For Muslims, Islam is not merely about how to go about worshipping God, it is also a way of living life.
A study conducted by Razak (2013) have explored the factors that influence the acceptance of Takaful among Malaysians based on perception, product, features, promotion, benefit and service quality. The researchers reported that service quality was the most significant factor on why the Malaysians chose to purchase Takaful products. Again, a similar study conducted by Rahim and Amin (2011) focused on the relationship among attitude, subjective norm, and amount of Takaful information obtained. The research captured that all three factors of attitude, subjective norm, and amount of Takaful information obtained were part of the influential predictors of Islamic insurance acceptance.
Acceptance could also be measured by the confidence level of the banking services and products perceived by their customers. Past findings from researchers on Islamic banking have mentioned bank secrecy, friendliness of bank staff, trustworthiness, transaction security and the bank’s good image as determinants of confidence have evaluated respondents’ confidence level in choosing Islamic banking in terms of bank confidentiality with regards to their customer’s account and transaction. Bank confidentiality was one of the most essential factors among Muslim and non-Muslims customer to select Islamic banking (Shahril, Razimi and Romle, 2017). Thus, since consumers have trusted any brand or products, it shows that their acceptance towards a product. So we can conclude that, trust factor play a significant influence on acceptance of non-Muslim customers.
3.2 Research design
The research design is an action plan that shows in detail how a study was conducted (Sabitha, 2006). Leedy (1997) defines research design as a plan for a study, providing the overall framework for collecting data. It also serves as a guide to assisting researchers in the process of collecting, analyzing and making interpretations of the results of research conducted. The research design is also a model for the researchers to make an inference on the variables studied.
The purpose of this study is to examine the perception of the non-Muslim customers on Takaful towards Islamic Bank in Pengkalan Chepa. The research method used was a descriptive method which was a survey that was processed to get feedback on the factors that influences perception of non – Muslims customers on Takaful product. According to Gay (1976), descriptive method is involving collection of data in order to test hypothesis or to answer questions concerning the current status of the subject of the study.
3.3 Sampling Frame
A simple definition of a sampling frame is the set of source materials from which the sample is selected. The definition also encompasses the purpose of sampling frames which is to provide a means for choosing the particular members of the target population that are to be interviewed in the survey. Carl-Erik Särndal (2013) stated that it is a list of all those within a population who can be sampled and it also may include individuals, households or institutions.
In many practical situations the frame is a matter of choice to the survey planner and it sometimes a critical one. Some very worthwhile investigations are not undertaken at all because of the lack of an apparent frame; others, because of faulty frames, have ended in a disaster or in cloud of doubt (Raymond James Jessen, 1978).
In this research, the sampling units consist of 600 sets of questionnaires and were distributed to the non-Muslims customers in Pengkalan Chepa. The sampling location is in Pengkalan Chepa, Kelantan.