MILENIAL INTERESTS ON ISLAMIC INSURANCE: THE ROLE OF MOBILE SERVICE AND SATISFACTION

This research aims to predict millennial interest in using sharia insurance product mobile services in terms of usability dimensions (Safe, Convenient, Practical) and attractiveness (Visual, Price, Product) dimensions to interest in sharia insurance products through satisfaction mediation. This research observes 212 millennial respondents aged 20-37 years. By utilizing the SEM-PLS method, this research examines the feasibility of models and hypotheses. Estimation results reveal that millennials are interested in Islamic insurance mobile services based on the quality of practical and convenient mobile services, which has a positive value on satisfaction and interest in using Islamic insurance product mobile services. Thus, this research succeeded in renewing the view of the interests of insurance millennials. This research suggests the importance of the Islamic insurance industry in developing strategies designed to engage millennial customers with better service and increase their confidence in Islamic insurance mobile services.


Introduction
Islamic insurance literacy and inclusion index in Indonesia is still low, at only 2.51%.
The Indonesian Sharia Insurance Association (AASI) states that out of 1,000 Indonesians, only 25 people understand and understand sharia insurance. That is what underlies the 5% share of the Islamic insurance market, even though the majority of the Motherland is Looking at the various sources found, there has been no research linking the quality of mobile services with the interest of Islamic insurance with millennial satisfaction intermediaries. This study seeks to adopt findings that investigate the multidimensional concept of mobile banking based on service quality that affects customer confidence and satisfaction (Arcand et al. 2017). This research seeks to predict millennial interest in sharia insurance based on mobile services (security / privacy, practicality, comfort, aesthetics / visuals, price and product attractiveness) which are linked to satisfaction.
The aim is to provide a better understanding of how the quality of cellular services through portable devices can improve customer relationships and Islamic insurance institutions. This study will contribute to the sharia insurance marketing literature to broaden the scope of marketing relationships and knowledge of service quality, especially in millennials. The findings will help sharia insurance institutions develop strategies designed to engage millennial customers with better services and increase their confidence in sharia mobile insurance services. This paper consists of four parts.
The first presents the conceptual background, the variables studied and the hypotheses tested. The second detail, research methods and data collection. The third presents the findings. The fourth and final section discusses the implications of the findings, shows the limitations of the study and provides suggestions for future research.

Literature Review
By reviewing the literature, this paper connects the quality of mobile services with the multidimensional scale which is divided into usability dimensions (Safe, Comfortable, Practical) and attractiveness dimensions (Price, Visual, Products) as well as satisfaction with millennial interest in using Sharia Insurance products. The following concepts will be defined between these relationships.
internet . The number grew by 27,916,716 internet users which developed during 2017-2018. The biggest contribution came from Java, namely 55.7 percent, and the   penetration of internet users in 2018 was dominated by people aged 15-19 years, overall the age range of 15-39 years was classified as millennial. Based on Accenture's survey in 2016, all forms of millennial transactions today cannot be separated from online and digital channels. With massive millennial opportunities using the internet, any service strategy besides being made sharia must also be millennial friendly.

Islamic insurance (Takaful)
Islamic insurance is the embodiment of the division of responsibilities, beneficiaries, and solidarity builders. Takaful means helping and mitigating. Because in essence all humans have the risk of life and all their wealth (Ayub 2007

Interest
Interest means the tendency of the heart, a high desire for something (KBBI). This research wants to find out how millennial interest in sharia insurance is based on satisfaction seen from the quality of technology service utilization, namely mobile services.

Mobile service quality and satisfaction
Many empirical studies have been carried out by various sectors, one of which is the financial services industry discussing the positive impact of customer satisfaction.
Concrete portable services refer to interactions that connect customers / customers with service providers via mobile devices such as mobile phones, smartphones or those we know as smartphones, or personal digital assistants (Karjaluoto, Laukkanen, and Kiviniemi 2010). To improve and retain mobile service customers, service providers must develop selected mobility strategies such as highlighting and promoting the benefits and value of mobile services. (Laukkanen 2016). It will be an advantage to use mobile transactions that make it easier for sharia insurance customers and institutions to make transactions anytime and anywhere as long as they are connected online.

Security
Security is a condition free from danger, disturbance, and all forms of crime (KBBI). Digital footprints that contain personal information, there is a risk or cyber crime that can attack online users and mobile devices. Risks associated with mobile payments involve cost risks and privacy risks (De Kerviler, Demoulin, and Zidda 2016). In other words, before adopting sharia insurance mobile services, consumers must consider it safe to use. Looking at the relationship quality perspective, it is proven that security / privacy has a positive value on e-trust (Casaló, Flavián, and Guinalíu 2008; Kim, Kim, and An 2003; Rajaobelina et al. 2014). Transaction security in an electronic environment has also proven to be important as a predictor of mobile service satisfaction (Szymanski and Hise 2000), especially in the field of industrial financial services (Liao and Cheung 2008). Another study states, there is a trade-off between the perception of comfort and safety in the assessment of young (millennial) consumers of services (Rehncrona 2018). Arcand in his research emphasized that the security or privacy of customer data is important to build trust in banking service providers. Therefore, this study put forward the following hypothesis: H1. Satisfaction Able to Mediate between Security and Interest in Islamic Insurance.

Practicality
Practicality is defined as ease and pleasure when running it (KBBI). A rapid advancement of mobile services connected online does not only benefit customers, but also benefits service providers, where they can offer other services of products that are of interest to customers, which then cut costs. Generally discussed, the majority of the financial industry has realized the importance of digital-based services and has begun to shape e-mobile-based services as a channel for transactions. The dimensions of mobile service quality have a positive impact on the trust and satisfaction associated with safety and practicality (Arcand et al. 2017). Ease of use and usability affects millennial satisfaction and intention to use mobile application services (Leon 2018). The research hypothesis is as follows: H2. Satisfaction Able to Mediate Practicality and Interest in Sharia Insurance.

Comfort
Comfort is a state of calm, calm, and peace (KBBI) which is a result of fulfilling other values. Convenience in transacting mobile services can be obtained from the efficiency and effectiveness of the service itself. Customers do not need to come to the sharia insurance office because they can access it via portable devices in completing a transaction. Opportunity costs will be reduced, being friendly to customers and that can be described as a convenience. Interaction in a service is very influential to cause comfort (e Sá and Cunha 2019), a comfortable service will mediate satisfaction (Kaura et al., 2015), also impact on customer loyalty (Hoang 2019). So the research hypothesis is: H3. Satisfaction Able to Mediate Comfort and Interest in Islamic Insurance.

Price
Price is the prevailing value or other medium of exchange that must be paid at a certain time and in a certain market for the benefit of ownership or use of products or services (KBBI; (Kotler and Armstrong 2010)). Customers in the banking industry regularly look for and determine the banks that provide the highest level of profitability of their products, services and investments, with the lowest cost burden. There must always be a balance between costs and benefits for clients to optimize their interest in this aspect (Mittal and Frennea 2010).
Financial service institutions that review the interests of their customers will always apply fair prices. Research has shown that the customer's decision to accept the price of a product or service has a direct and indirect relationship to the level of satisfaction and loyalty (Estalami et al. 2007). Therefore, the banking and non-banking financial industries, especially Islamic insurance institutions, must always aim to apply fair prices and choose a level of profitability that adds value to customers and increases satisfaction and increases their sense of loyalty. In consideration of the existing literature, this study put forward the following hypothesis: H4. Satisfaction Able to Mediate Price and Interest in Islamic Insurance.

Visual
Visual means that it can be seen with the sense of sight (KBBI) in this context associated with the aesthetic value of the content and function presented in a portable device that examines the beauty and human response to it. Graphical

Satisfaction
Satisfaction is a state of fulfilling expectations, desires, or having pleasure (KBBI).
Satisfaction is considered to be the result of a comparison between actual performance and expectations regarding a company, "The extent to which the benefits actually received meet or exceed the levels considered to be fair benefits" (Gruen, 1995). The influence of service quality is felt directly and indirectly by customers. This is obtained through customer satisfaction and trust so that they are loyal (Boonlertvanich 2019). Other research shows that the relationship between the quality of internet banking services, customer satisfaction, and customer loyalty is significant (Amin, 2016), as well as sharia insurance mobile services. The proposed hypothesis is as follows: H7. Satisfaction Able to Mediate between Service Quality and Interest in Islamic Insurance.

Research Methodology
The following section details the sampling and data procedures, and presents the measurement scale used in this study.

Samples, procedures and data collection
The research sample consisted of 212 millennial respondents ranging in age from 20-37 years old users of mobile sites or mobile applications, most of whom were not yet sharia insurance customers. The sampling method used is Nonprobability sampling with a type of purposive sampling that is deemed suitable for research on this matter.
Nonprobability sampling is a technique that does not provide equal opportunity or opportunity for each element or member of the population to be selected as a sample.
Purposive sampling is a sampling technique with certain considerations where the subject is based on certain characteristics that are considered to have a close connection with the characteristics of the population that have been previously known.
In other words, the sample units that are linked are adjusted to certain criteria that are Form because millennials are very familiar with this feature. After the target respondent is recorded, the data is processed and tested for eligibility, then it is examined whether the hypotheses designed can be accepted or rejected. After the research is completed, a research report will be made in the form of paper.

Model Structure
The following model structure will be analyzed using the PLS-SEM research method, by testing the level of validity and reliability of data, testing whether the direction of the relationship between variables is positive or negative, and testing whether the relationship between variables is significant or not.

RESULT AND DISCUSSION
After testing with the PLS-SEM research method, the following results are obtained:   The feasibility test of this model consists of a validity test, as well as a reliability test.

Model Feasibility Test Results
Validity test is obtained from AVE (Average Variance Extracted) value, where the data that is said to be valid are data that obtain test results> 0.5. While the reliability test was obtained from the Composite Reliability and Cronbach's Alpha values, where the data that was said to be reliable were the data that obtained the Composite Reliability Cronbach's Alpha value ≥ 0.7; it means that all variables are declared reliable or in other words even though all variables are retested many times, the value obtained will tend to be fixed and consistent. Then it can be concluded that the model feasibility test of all variables tested in this study was declared feasible to be tested because it has a convergent level of validity, and the data are realiable. The following picture is the coefficient analysis and hypothesis from this study:    Products" is accepted.

Theoretical Implications
According to a statement from Gruen, 1995: "satisfaction is considered the result of a comparison between actual performance and expectations regarding a company".
Many factors can influence the interest of Islamic insurance products through mediation of satisfaction as seen from the dimensions of usability (security, comfort, and practicality) as well as the dimensions of attractiveness (visual, price, and product). But this research proves that not all factors can influence consumers to be satisfied and loyal to the company. The relationship between one of the dimensions of usability, i.e. security, shows a negative relationship, it means that the variables with each other do not have any influence. When security is reduced, it is not certain that satisfaction will also decrease. This is not in line with the statement stating that "transaction security in the electronic environment has also proven to be important as a predictor of mobile

Conclusion
After data collection and testing, the results obtained that all variables, namely PVC In the coefficient and hypothesis test results are obtained that: 1) There is no relationship between PVC (Security) and STF (Satisfaction), then H1.
"Satisfaction Able to Mediate between Security and Interest in Sharia Insurance Products" was rejected.
2) There is a positive relationship between CNV (Comfort) with STF (Satisfaction) significantly, then H2. "Satisfaction Able to Mediate Comfort and Interest in Sharia Insurance Products" is accepted.
3) There is a positive relationship between PTC (Practical) and STF (Satisfaction) significantly, then H3. "Satisfaction Able to Mediate between Practical and Interest in Sharia Insurance Products" was accepted. Products" is accepted.
Based on the results of the model feasibility test, as well as the coefficient and hypothesis tests, it can be concluded that research on "Millennial Interest in Sharia Insurance: The Role of Mobile Services and Satisfaction" proves that the prediction of millennial interest in using online Sharia insurance services is based on satisfaction seen from the usability dimension (safety, comfort, and practical) and the dimensions of attractiveness (visual, price, and product) are correct. Security or privacy services need to be improved to gain millennial consumer trust, design / aesthetics influence millennial satisfaction with the interest of Islamic insurance, but are not given much attention and are not important outside other factors (product variation and price, practicality and comfort).