DEVELOPING AN UNDERSTANDING OF EFFECTIVE FACTORS INFLUENCING ON CUSTOMERS SWITCHING IN INSURANCE INDUSTRY

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ABDOLVAND NEDA; HEIDARI HAMED

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Journal: JOURNAL OF BRAND MANAGEMENT Year:2015 | Volume:2 | Issue:3 Page(s): 135-158

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Information Journal Paper

Title

DEVELOPING AN UNDERSTANDING OF EFFECTIVE FACTORS INFLUENCING ON CUSTOMERS SWITCHING IN INSURANCE INDUSTRY

Author(s)

ABDOLVAND NEDA | HEIDARI HAMED | Issue Writer Certificate

Keywords

SWITCHING INTENTION

SWITCHING COST

SERVICE QUALITY SATISFACTION

LOYALTY AND APPROPRIATE PRICES

Abstract

Corporations and organizations know that customer retention results in more profits. Moreover, an increase in competition leads to higher churn rate. So, the study of factors which affect customer SWITCHING INTENTION is important both for researchers and practitioners of this field. The present research focuses on the study of effective factors on customers switching in insurance industry to determine which factors decrease lost customers and to what extent. First, factors such as service quality, appropriate prices, customer satisfaction, customer loyalty, SWITCHING COST and customers switching have been extracted through a review of literature, and based on these factors, a structural equation model has been developed. The analysis of the model, which based on partial list square method, shows that different factors of relation marketing, that is the offered service quality, price and loyalty affect the SWITCHING INTENTION. The results of this research provides useful insight for insurers, policy holders and marketing researchers in insurance industry, so they can reduce customers churn by realizing the factors that affect customers switching.

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APA: Copy

ABDOLVAND, NEDA, & HEIDARI, HAMED. (2015). DEVELOPING AN UNDERSTANDING OF EFFECTIVE FACTORS INFLUENCING ON CUSTOMERS SWITCHING IN INSURANCE INDUSTRY. JOURNAL OF BRAND MANAGEMENT, 2(3 ), 135-158. SID. https://sid.ir/paper/267545/en

Vancouver: Copy

ABDOLVAND NEDA, HEIDARI HAMED. DEVELOPING AN UNDERSTANDING OF EFFECTIVE FACTORS INFLUENCING ON CUSTOMERS SWITCHING IN INSURANCE INDUSTRY. JOURNAL OF BRAND MANAGEMENT[Internet]. 2015;2(3 ):135-158. Available from: https://sid.ir/paper/267545/en

IEEE: Copy

NEDA ABDOLVAND, and HAMED HEIDARI, “DEVELOPING AN UNDERSTANDING OF EFFECTIVE FACTORS INFLUENCING ON CUSTOMERS SWITCHING IN INSURANCE INDUSTRY,” JOURNAL OF BRAND MANAGEMENT, vol. 2, no. 3 , pp. 135–158, 2015, [Online]. Available: https://sid.ir/paper/267545/en

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