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