Customer satisfaction on Service QualityIn Life Insurance

2012 ◽  
Vol 1 (6) ◽  
pp. 118-123
Author(s):  
Altaf Ahmad Dar Altaf Ahmad Dar ◽  
◽  
Munaaf Malik ◽  
Raies Mir
Keyword(s):  
Customer Satisfaction ◽  
Life Insurance

scholarly journals Digital Transformation of Marketing Strategies during a Pandemic: Evidence from an Emerging Economy during COVID-19

2021 ◽  
Vol 13 (12) ◽  
pp. 6735
Author(s):  
Ganesh Dash ◽  
Debarun Chakraborty
Keyword(s):  
Customer Satisfaction ◽  
Life Insurance ◽  
Purchase Intention ◽  
Purchase Intentions ◽  
Digital Transformation ◽  
Marketing Strategies ◽  
Digital Marketing ◽  
Five Dimensions ◽  
Customer Involvement ◽  
The Relationship

This study explores the relationship between digital marketing practices, customer satisfaction, customer involvement, and purchase intention. The focus is on the life insurance digital marketing strategies during a pandemic and the resultant lockdown and shutdown. This work sought to analyze the digital transformation of marketing practices and the customers’ resultant purchase intentions. COVID-19 was taken as the prevailing pandemic and its impact on the digital transformation of marketing strategies. Five dimensions of digital marketing strategies with eighteen items and three items each of customer satisfaction and purchase intention were considered for practical purposes. It used structural equation modeling to study 535 responses of life insurance customers. Findings indicate that SEM/SEO, display, and E-CRM practices significantly impacted customer satisfaction and purchase intention. Further, a mediation-cum-moderation approach was undertaken. Customer satisfaction significantly affected purchase intention and played a good mediator between digital marketing practices and purchase intention. Additionally, customer involvement moderated the relationship between content marketing and communication with purchase intention. This research work helps life insurance marketers in general. The digital channel managers expressly understand their key areas of strengths regarding the five dimensions of digital marketing strategies. Accordingly, they frame their plans for decision-making to improve customer satisfaction and resultant purchase intentions. It provides a direction for future adoption of specific marketing strategies during a pandemic and consequent shutdown and lockdowns.

scholarly journals PENGARUH PEMASARAN RELASIONAL TERHADAP KEPUASAN NASABAH YANG BERDAMPAK PADA LOYALITAS NASABAH (Studi Pada Nasabah Asuransi Jiwa Bersama (AJB) Bumiputera 1912 Cabang Pematangsiantar)

2018 ◽  
Vol 12 (2) ◽  
Author(s):  
Klara Delima Agustina ◽  
T Teviana
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Life Insurance ◽  
Public Awareness ◽  
Data Retrieval ◽  
Insurance Company ◽  
Analysis Model ◽  
Relational Marketing ◽  
Linearity Test

Indonesian public awareness the importance insurance Indonesia has been growing rapidly. This condition is seen by the increasing number of insurance companies with a variety of products offered in the community. But even so, awareness of the importance of insurance is not in line with the purchase of an insurance policy. Such conditions make Joint Life Insurance (AJB) Bumiputera 1912 which is a local insurance company to apply the concept of relationship marketing. This study aims to determine the direct and indirect effects of relational marketing consisting of commitment and trust on customer loyalty as well as determine the effect of customer satisfaction on customer loyalty. The population in this study are all policyholders active Joint Life Insurance (AJB) Bumiputera Branch of Pematangsiantar who are customers of at least five years and never filed a claim against the insurance held that as many as 2,750 customers and the sample of 100 people who obtained using the formula slovin with data retrieval random sampling technique. Data was collected by questionnaire at all respondents where the questionnaire was tested beforehand using validity and reliability test on 30 respondents. Technical analysis of the data used is the classical assumption of data normality test, multicollinearity test and linearity test. It is also used path analysis model (path analysis) to examine the direct and indirect influences between variables with hypothesis testing using t test with significance level of 5% (0.05). The results showed that the partial commitments positive influence directly or indirectly on customer loyalty, trust negative influence directly and positively impact directly on customer loyalty and customer satisfaction directly positive effect on customer loyalty.                                    Keywords: Relational Marketing, Commitment, Trust, Satisfaction, Loyalty

scholarly journals MEASURING THE CUSTOMER PERCEIVED SERVICE QUALITY FOR LIFE INSURANCE SERVICES: AN EMPIRICAL INVESTIGATION

2010 ◽  
Vol 3 (3) ◽  
pp. 171 ◽  
Author(s):  
Masood H Siddiqui ◽  
Tripti Ghosh Sharma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Life Insurance ◽  
Financial Planning ◽  
Financial Services ◽  
Corporate Image ◽  
Insurance Companies ◽  
Perceived Service Quality ◽  
Insurance Sector ◽  
Effective Strategies

Liberalization of the financial services sector has led to insurance companies functioning increasingly under competitive pressures; so companies are consequently directing their strategies towards increasing customer satisfaction and loyalty through improved service quality. The present study strives to develop a valid and reliable instrument to measure customer perceived service quality in life-insurance sector. The resulting validated instrument comprised of six dimensions: assurance, personalized financial planning, competence, corporate image, tangibles and technology. Further the results of analytical hierarchy process highlighted the priority areas of service instrument with assurance is the best predictor, followed by competence and personalized financial planning. The gap scores show that there is ample room for improvement in all the aspects related to service quality. These results would help the service managers to efficiently allocate attention and resources among these dimensions on the differential basis, consistent with the customer priorities. These findings can be transformed into effective strategies and actions for achieving competitive advantage through customer satisfaction and retention.

The relationship between attitude toward using and customer satisfaction with mobile application services

2015 ◽  
Vol 28 (5) ◽  
pp. 680-697 ◽  
Author(s):  
Chen-Ying Lee ◽  
Chih-Hsuan Tsao ◽  
Wan-Chuan Chang
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Technology Acceptance ◽  
Life Insurance ◽  
Mobile Application ◽  
Mobile App ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Content Type ◽  
Life Insurers

Purpose – The methodology of mobile commerce as a significant application for both enterprises and customers are becoming crucial, but few studies discuss the usage attitude toward and customer satisfaction with mobile application (app) services in the life insurance industry. The purpose of this paper is to investigate the effects of attitude toward using life insurers’ mobile app services on customer satisfaction. Design/methodology/approach – The study is based on a questionnaire survey of 538 respondents in Taiwan. The data are analyzed through ANOVA, multiple regression, and path analysis. Findings – The results indicate that all variables significantly and positively affected usage attitude. Among them, compatibility had the most significant influence. In addition, consumers’ perceived usefulness and perceived ease of use positively affected customer satisfaction. Furthermore, the path analysis result demonstrates that usage attitude is the most significant factor for customer satisfaction, and the second-most important factor is the cognition of compatibility’s indirect effect on usage attitude. Originality/value – The paper extends our understanding of the insured’s usage attitude toward and satisfaction with life insurers’ app services by integrating the technology acceptance model and innovation diffusion theory. The results have practical implications for reinforcing customer relationship management and contribute to fulfilling the need for marketing evidence in life insurance.

scholarly journals Life Insurance Take-Up Rate Influencing Factors Comparison between Malaysia and Japan

2016 ◽  
Vol 6 (7) ◽  
pp. 37
Author(s):  
Silvana Kardinar Wijayanti ◽  
Barry Ramsay
Keyword(s):  
Customer Satisfaction ◽  
Life Insurance ◽  
Insurance Industry ◽  
Primary Data ◽  
Product Price ◽  
Factors Affecting ◽  
Life Insurance Industry ◽  
Changing Trends ◽  
Customer Services ◽  
Post Purchase

<p>This study will investigate the factors that influence take-up rates within the Malaysian Life Insurance industry to discover potential opportunities and limitations. For comparative purposes, the study is modelled on <a title="Power J.D. (2013) 2013 Japan Life Insurance Contract Customer Satisfaction (Pre-Purchase and Post-Purchase) Study, Retrieved from: http://www.jdpower.com/ [Accessed 24 April 2016]." href="file:///C:/Users/HP/Dropbox/Issues_IJBSR/Issues_IJBSR/IJBSR_July_2016/4_IJBSR_975-06072016_Upload.docx#Power">Power (2013)</a> who examined four factors affecting customer satisfaction in life insurance in Japan (product, price, customer services and procedures and documentation). This study is exploratory in nature using both secondary research and primary data from questionnaires. The main finding was “Product offerings” being the most significant variation, both an opportunity and limitation, due to the relative maturity, experience and changing trends within the insurance market of Japan, conversely growth, infancy and different dynamics in Malaysia.</p>

scholarly journals Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

2019 ◽  
Vol 8 (10) ◽  
pp. 3767-3775
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Life Insurance ◽  
Service Providers ◽  
Insurance Industry ◽  
Quality Of Services ◽  
Demographic Profiles ◽  
Life Insurance Industry ◽  
The Impact

There is a strong growth potential in the India’s Life Insurance Industry. The annual growth of the industry is estimated at 12 to 15 percent for the upcoming years. This study investigates the impact that service quality has on customer satisfaction in India’s Life Insurance Industry. Moreover, the study attempts to identify the variation in perception of service quality among respondents in relation to demographic profiles. The study also postulates the best approach to evaluate the quality of services in the life insurance industry through an indepth review of literature on the various model pertaining to the current times to measure service quality. The sample consist of policy holders who receive services from life insurance companies in Durg region, Chhattisgarh. The study employs the various attributes as stated in the SERVPERF model like tangibility, reliability, assurance/safety, empathy, responsiveness along with an additional component of technology to evaluate the perception of policy holders in relation to service quality. Results of the study confirms that quality of services has a significant impact on satisfaction of the customer in life insurance industry. Age and occupation are the two most important demographic variable, which have significant effect on the overall service quality perception. From a managerial perspective, the research work gives a better understanding of how customers assess the service quality and the parameters which the service providers need to take care of while delivering services.

scholarly journals A STUDY ON CUSTOMER PERCEPTION TOWARDS LIFE INSURANCE CORPORATION OF INDIA (WITH SPECIAL REFERENCE TO KUMBAKONAM TOWN)

2021 ◽  
Vol 9 (1) ◽  
pp. 1265-1269
Author(s):  
Dr. T. UNNAMALAI, V. RAJINIKANTH
Keyword(s):  
Customer Satisfaction ◽  
Special Reference ◽  
Life Insurance ◽  
Insurance Industry ◽  
Insurance Companies ◽  
Primary Data ◽  
Chi Square ◽  
Customer Perception ◽  
Chi Square Test

This study shows at how consumers feel towards life insurance companies in Kumbakonam. Since people are becoming more aware of their own mortality and the insurance industry is becoming more competitive, it is important for insurance providers to consider their customers' needs. The primary goal of this research is to determine customer satisfaction with LIC. This research is based on primary data collected via a questionnaire from 150 policyholders in Kumbakonam, and the data was analysed using percentages and the chi-square test to determine the factors that influence customer satisfaction with LIC.

scholarly journals A Study on Customer Satisfaction towards Bharti AXA Life Insurance in Salem Region

2011 ◽  
Vol 3 (9) ◽  
pp. 381-384 ◽  
Author(s):  
J.Shanmuganathan J.Shanmuganathan ◽  
◽  
S. Thiriveni Sripriya ◽  
A.S.SathishKumar A.S.SathishKumar
Keyword(s):  
Customer Satisfaction ◽  
Life Insurance
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