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A Study on Influence Factors for the Customer Satisfaction in the Automobile Insurance Market  

Lee, Ihn-Shik (Division of Business Administration, ChongJu University)
Publication Information
Journal of Korean Society for Quality Management / v.36, no.3, 2008 , pp. 66-75 More about this Journal
Abstract
Korean insurance companies recently started to understand that the customer satisfaction can be a critical role affecting sales performance and profit. A number of authors have reported and analyzed service quality factors in the auto insurance. The purpose of this research is to examine influence factors for the customer satisfaction in the auto insurance market. This study is assumed that customer satisfaction factors are composed of prices of service and corporate image as well as service quality factors. 249 questionnaires are gathered and analyzed from persons. The main findings of the empirical study are : First, the influence from prices of service and corporate image is higher than that from service quality factors, Second, repurchase of auto insurance highly correlated to recommendation intention.
Keywords
Customer Satisfaction; Service Quality Factor; Corporate Image; Prices;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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