Consumers’ Motivation Towards Satisfaction In Patronising Wasiyyah (will) Services

Wasiyyah is a well-known estate planning product, but little attention has
been given to wasiyyah services. For this reason, the penetration rate of the
wasiyyah service in Malaysia remains low despite efforts by the government
to develop the industry to overcome the frozen assets problems. This paper
aimed to understand consumer intrinsic and extrinsic motivation and their
relationship with satisfaction in wasiyyah services among Malaysian Muslims.
The study was conducted on 182 respondents who had already patronised
the service. SPSS version 27 was used to test the proposed research
hypotheses. The results indicate that consumers’ intrinsic (religiosity) and
extrinsic motivation (institutional factors and wealth management) influence
customer satisfaction in patronising wasiyyah services. This study hopes to
benefit related parties such as Islamic estate planning institutions, who may
use to carry out a well-planned strategy to ensure that wasiyyah services are
delivered and to reinforce systematic regulations.