Interpersonal relationship of salesperson to customer trust on islamic insurance in Surabaya

M. Adi Surya Anwar, Denizar Abdurrahman Mi'raj

Research output: Contribution to journalArticlepeer-review

1 Citation (Scopus)

Abstract

This study aims to determine the influence of customer orientation, sales orientation, experience, and likability of salesperson to customer trust and its consequences on Islamic Insurance in Surabaya. This study uses a quantitative approach. This study used a sample of 100 respondents. The characteristics of the population in this paper is the Islamic insurance customers in Surabaya. The analysis technique used is multiple regression. Results from the study show that customer orientation, sales orientation, experience, and salesperson likability reveal a significant effect on customer trust. Other results showed that customer orientation, experience, and likability have a positive effect on customer trust, whereas sales orientation has a negatively affect on customer trust in Surabaya.

Original languageEnglish
Pages (from-to)288-300
Number of pages13
JournalInternational Journal of Innovation, Creativity and Change
Volume10
Issue number12
Publication statusPublished - 2020

Keywords

  • Customer orientation
  • Customer trust
  • Experience of salesperson
  • Islamic insurance
  • Likability of salesperson
  • Sales orientation

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