Providing a model to identify factors affecting customer loyalty in the insurance industry (Case study: Pasargad Insurance, Mashhad)

Subject Areas : business management

Fahimeh khajavidehshib ¹ , Golnar Shojaei Baghini ²

1 - Department of Business Management, Shahroud Branch, Islamic Azad University, Shahroud, Iran
2 - Department of Public Management, Shahroud Branch, Islamic Azad University, Shahroud, Iran.

Received: 2021-06-20 Accepted : 2021-08-06 Published : 2021-12-22

Keywords: Customer Satisfaction, Customer, customer loyalty, Dimtel Method,

Abstract :

The research is currently being done to achieve its ultimate goal, which is to provide a model for further identification of loyalty factors in Pasargad insurance agencies in Mashhad. The research tool consists of two questionnaires, which are: Determining the property ; Obtaining it by Demetel method and interviewing the insurance expert. This research has been collected from the opinions of 25 insurance experts in the period from the beginning of winter of 1399 to the spring of 1400. In this regard, the current research question is what is the impact on loyalty in the insurance industry? To answer this question, the factors that have affected them if they use loyalty in medical insurance, and if they are qualified by insurance experts, and with the Likert spectrum, they used the disease factors to become re-emergence. After the t-test, it is used to determine the effects on loyalty, and the factors that cause it to be used in the second questionnaire and cause another complication to be evaluated by another method using the method. Findings and Results from the Court: Accountability Factors In the case of using services, high-level services, fast service affect and influence the factors.