An empirical investigation on factors influencing customer loyalty and their relationships with quality of services: A case study of insurance firm

Abstract

In this paper, we present an empirical investigation to study the effect of various factors influencing customer loyalty and quality of services on customer satisfaction and customer loyalty. The proposed study is implemented in one of Iranian insurance firms by choosing a sample of 171 randomly selected customers of this insurance firm. We use SERVQUAL standard questionnaire to measure customer satisfaction. The study examines three hypotheses associated with the proposed study using one-way t-student as well as path analysis, and the results have confirmed all three hypotheses. The study also uses Freedman test to rank the most important factors and detects that value was the most important issue followed by trust, customer satisfaction, empathy, value and resistance to change.

Responsible Recruiting in Insurance Sales

“…if a product has been sold that is not optimal for the customer or has not been understood by the customer, the customer will revoke the contract within a short period of time. If the support and possible adjustment should fail to take place, the contract may become suboptimal for the customer during the term and the probability of a termination or premium exemption increases considerably (Pourrahidi et al, 2014) and (Gründl et al, 2001).…”