Engineering of Health Organization and Life Insurance Costs on Customer Loyalty by Creating Customer Value

  • Authors

    • Mahdad Kafshdar Goharia
    • Mohammad Karimi
    https://doi.org/10.14419/ijet.v7i3.19.19899
  • service quality, service cost, customer value, customer loyalty, life insurance

  • At the current competitive world and the turbulent market caused by presence of different brands in each industry, customer is axis of business in every industry and customer loyalty to organization can be the main factor in gaining position in the market and competitive advantage. Hence, the main objective of this study is to analyze the effect of service quality and life insurance costs on customer loyalty by creating customer value. In terms of purpose, this study is an applied research and in terms of data collection method, it is descriptive study in kind of analytical-survey research. The data used in this study was collected from customers of Iran Life Insurance in Mashhad using simple sampling and using questionnaire derived from study of [1] and its validity and reliability has been confirmed. Finally, 202 questionnaires were analyzed using PLS software, which is in kind of structural equations. The results obtained from this study confirmed all hypotheses and showed direct impact of

    service quality and service cost on customer value, value and service quality on customer loyalty and the reverse impact between service costs and loyalty has been also indicated.

     

     

  • References

    1. [1] Esmaeili, F, Mirzaei, H, and Asadzadeh, A (2014), Factors Affecting Life Insurance Claims in Selected Developing Developing Countries, Insurance Policy Study, Vol. 29, No. 4, 61-83

      [2] Amini, M (2011), investigating the role of Internet services quality interface between relationship marketing strategy and customer trust (Case study: Travel agencies of Mashhad). Master thesis, Mashhad: Ferdowsi University, Faculty of Science and Economics.

      [3] Bakhshinzadeh, E, Gholipour, R and Aghazadeh, H (2015), The Dimensions of Attitude and Behavioral Loyalty of Life Insurance Companies, Two Journal of Scientific Research, Explorations of Business Management, Seventh, No. 14, 33-57

      [4] Jalali, M, Kheiri, B and Khadem, M (2011), Investigating the Factors Affecting Brand Loyalty and Repurchase in Iranian Consumers (Case Study: Household Appliances), Management Quarterly, No 24, Winter 90, 59-69

      [5] Haghighi K, Mohammad Akbari, M and Lalianpour, N (2010), Effective Factors on Loyalty of Insurers (Case Study: Iranian Insurance Company), Insurance Industry Quarterly, No. 25, 75-95

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  • How to Cite

    Kafshdar Goharia, M., & Karimi, M. (2018). Engineering of Health Organization and Life Insurance Costs on Customer Loyalty by Creating Customer Value. International Journal of Engineering & Technology, 7(3.19), 221-223. https://doi.org/10.14419/ijet.v7i3.19.19899