Investigation and Assessment of the Customer Satisfaction Level of Active Insurance Companies in Iranian Insurance Industry

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AHMADZADEH AZIZ; NOURANI VAHIDE; BAHRAMI AMIR

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: IRANIAN JOURNAL OF INSURANCE RESEARCH (SANAAT-E-BIMEH) Year:2018 | Volume:33 | Issue:2 (130) Page(s): 23-44

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Information Journal Paper

Title

Investigation and Assessment of the Customer Satisfaction Level of Active Insurance Companies in Iranian Insurance Industry

Author(s)

AHMADZADEH AZIZ | NOURANI VAHIDE | BAHRAMI AMIR | Issue Writer Certificate

Keywords

Customer SatisfactionQ2

Insurance IndustryQ1

Insurance CompaniesQ1

Customer Satisfaction ModelQ1

Abstract

This study is seeking to assess the Customer Satisfaction of the Iranian Insurance Industry. Our study is a questionnaire-based survey. Hence, we distributed 6580 questionnaires among customers of 19 active companies in the Insurance Industry in 2014. Model parameters are determined based on service marketing mix. The results indicate that the lowest and highest levels of satisfaction related to the marine insurance and oil and energy insurance, respectively. In terms of satisfaction indices, simplicity and the speed of policy issuing have the greatest satisfaction. On the other hand, the lowest satisfaction is associated with the compensation amount. In addition, our finding show that insurance company history affects Customer Satisfaction. The research indicates no significant relationship between Customer Satisfaction with insurance company’ s size (capacity for risk retention) and its shareholder status (private/public). Detailed results of this study can also be used to shed a light for identifying weaknesses of Insurance Companies in terms of Customer Satisfaction and suggesting solutions to fix them.

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APA: Copy

AHMADZADEH, AZIZ, NOURANI, VAHIDE, & BAHRAMI, AMIR. (2018). Investigation and Assessment of the Customer Satisfaction Level of Active Insurance Companies in Iranian Insurance Industry. IRANIAN JOURNAL OF INSURANCE RESEARCH (SANAAT-E-BIMEH), 33(2 (130) ), 23-44. SID. https://sid.ir/paper/100878/en

Vancouver: Copy

AHMADZADEH AZIZ, NOURANI VAHIDE, BAHRAMI AMIR. Investigation and Assessment of the Customer Satisfaction Level of Active Insurance Companies in Iranian Insurance Industry. IRANIAN JOURNAL OF INSURANCE RESEARCH (SANAAT-E-BIMEH)[Internet]. 2018;33(2 (130) ):23-44. Available from: https://sid.ir/paper/100878/en

IEEE: Copy

AZIZ AHMADZADEH, VAHIDE NOURANI, and AMIR BAHRAMI, “Investigation and Assessment of the Customer Satisfaction Level of Active Insurance Companies in Iranian Insurance Industry,” IRANIAN JOURNAL OF INSURANCE RESEARCH (SANAAT-E-BIMEH), vol. 33, no. 2 (130) , pp. 23–44, 2018, [Online]. Available: https://sid.ir/paper/100878/en

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