Designing Customer Loyalty Model in Iran Insurance Industry
Publish place: Financial Services Marketing Center
Publish Year: 1389
نوع سند: مقاله کنفرانسی
زبان: English
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شناسه ملی سند علمی:
FSMC02_024
تاریخ نمایه سازی: 14 تیر 1389
Abstract:
Purpose –The purpose of this article is to explain the customer loyalty model at the level of constructs, drawing from the Iran insurance industry. Design/methodology/approach – A SERVQUAL type service-quality instruments is developed for Iran insurance. Path analysis is utilized to examine a model linking service quality, customer satisfaction and loyalty at the level of individual insurance. Findings – It is found that the quality of services and customer's satisfaction, are highly correlated. Furthermore the relationship between quality of tangible or intangible services with the customer's satisfaction, is approved. Research limitations/implications – This study suffers the limitation that it tests the fit of the model within the limits of a single service industry. Another limitation is availability sampling, however the appropriated fit of the estimated model allows for the study to be a reliable comparison basis for further research. Practical implications – Insurance managers must improve both tangible and intangible elements of services to have loyal customers. The proposed model can be used to provide comparable findings across sectors, countries and similar service industries. Originality/value – This study explores customer loyalty model at the level of specific dimensions drawing from Iran insurance.
Keywords:
Authors
Mohsen moradi
PhD), Imam Reza (as) University,Mashhad,Iran/ Payam noor University,Iran
Mohamad mosavi
PhD), Imam Reza (as) University,Mashhad,Iran/ Payam noor University,Iran
Behnaz alimardani
Imam Reza (as) University,Mashhad,Iran/ Payam noor University,Iran
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