The impact of successful strategies on increasing public trust with the mediating role of customer satisfaction

This study investigates the impact of global experience in successful strategies on enhancing public trust and customer satisfaction within the insurance industry. To develop a model of successful strategies, qualitative methods were employed, including in-depth interviews with insurance managers, experts, and technology specialists, alongside content analysis of documents such as annual reports, scientific articles, and international reports. Following the identification of the research model, a sample of 288 customers and 198 employees from Sarmad Insurance Company was analyzed to implement the derived model. The findings reveal that successful strategies—encompassing the transfer of global experiences, effective risk management, innovative technologies, and financial transparency—significantly influence public trust and customer satisfaction. Quantitative data analysis was conducted using structural equation modeling and confirmatory factor analysis through the PLS method with Smart PLS version 4 software. Furthermore, the mediating effect of customer satisfaction on the relationship between the insurance companies' successful strategies and public trust was examined using the Sobel test, yielding significant results.

The impact of successful strategies on increasing public trust with the mediating role of customer satisfaction Keywords:

Successful strategies , innovative technologies , risk management , financial transparency , public trust in the insurance industry ,