• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.11 no.4
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• pp.227-236
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• 2016

The competition among insurance companies has become increasingly intense driven by the recent changes in financial environment. In this study, we (i) categorize the quality of life insurance services into the core service, relational services, and additional services, (ii) assess the impact of each service on repurchase intension, and (iii) investigate if customer satisfaction has a mediating effect. The research subjects are 215 life insurance customers who were selected from an online survey respondent population. Based on the analysis we performed by utilizing the SPSS 18.0, we concluded that (i) maintaining service of the core services, internal relationship of service personnel and insurance salesmen of the relational service and additional services have a positive impact on repurchase intention and (ii) In the relationships between repurchase intentions, the customer satisfaction is fully mediated by maintaining service and insurance salesman and partially mediated by additional service. The results of this study can be meaningful for both industry and academia, because these results can be utilized as useful evidence in understanding selection behavior of life insurance customers and deriving various strategies in business environment.

• Journal of Families and Better Life
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• v.24 no.6 s.84
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• pp.47-60
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• 2006

The purpose of this study was to find out which factors can affect customer satisfaction in the life insurance industry. Specifically, it was designed to investigate whether there were significant differences in the perceived service quality according to demographic characteristics to investigate whether there was a significant relationship between each service quality type and consumer satisfaction and to investigate whether the location in demographic characteristics serves to moderate the links between the perceived service quality and customer satisfaction. Data were collected from insurance subscribers living in Seoul and the Gyeonggi-do area and 364 questionnaires were taken into account in the analysis. Major findings of this study were as follows: First, there were significant differences in the perceived service quality according to demographic characteristics. Second, there were significant differences in customer satisfaction according toeach service quality type. Finally, the location in demographic characteristics did serve to moderate the links between the perception of service quality and customer satisfaction.

• Journal of Korean Society for Quality Management
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• v.41 no.1
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• pp.79-94
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• 2013

Purpose: Life insurance company provides insurance planners various education program to inspire service mind and to enhance its customer satisfaction. The purpose of this study is to analyze the effects of service quality of education on service commitment and to propose the implication for the effective service education. Methods: This study is intended to identify how service quality of education from the planners in life insurance affects service commitment. The research model is tested via a survey of 307 life insurance planners. Results: This study shows that tangibles, assurance, responsiveness, and empathy in the educational service quality significantly influence education satisfaction. It also positively affect customer orientation and service commitment, but it also shows that reliability in the educational service quality has very little effect on customer satisfaction. Conclusion: This study emphasizes the service quality of education on life insurance planner and also suggests practical plan to increase the service quality of education. This study has more focused on the direction in the service quality of education for making the close long-term relationship with customer.

• Journal of vocational education research
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• v.35 no.6
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• pp.39-63
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• 2016

The purpose of this study was to identify the factors affecting the actual employment rate and job retention rate after completion of the training program the unemployed. Survival analysis was conducted by utilizing employment insurance status and subscription data over two years of 840 patients who finally completed a training course from 889 patients in response to survey about the training service quality in 2012. The finding of the study were as follows. First, the highest employment rate (36.8%) after the completion time was within three months, a period more than 50% of the trainees were employed within six months. While employment continued to occur even with the lapse of one year and two years after the completion point, the employment rate over time was found to decrease gradually. Second, the factors affecting employment rate after completing training, appeared teaching competency(-) among training service quality and potential employability(+), which low awareness of teaching capacity and high awareness potential employability increased the possibility of their employment. Third, the highest periods (each 22.0%, 22.3%) of employment loss rate were within three months and within three to six months, and more than 50% of the trainees have lost their unemployment insurance were less than 8.8 months. Fourth, the factors affecting job retention rates after employment, appeared relationship between teachers and students(+), a fellow student relationships(+) among training service quality and training satisfaction(+), which high awareness of teacher-student relationships, fellow student relationships and training satisfaction increased the possibility of their maintaining employment.