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Assessment of the Relation Between Service Quality and Customer Loyalty (Case Study: Iran Insurance Co)
Current Issue
Volume 4, 2016
Issue 5 (October)
Pages: 102-106   |   Vol. 4, No. 5, October 2016   |   Follow on         
Paper in PDF Downloads: 82   Since Aug. 25, 2016 Views: 1264   Since Aug. 25, 2016
Authors
[1]
Farzaneh Yekrang Safakar, Management, Rasht Azad University, Rasht, Iran.
[2]
Maryam Haghshenas, Media Management, University of Tehran, Tehran, Iran.
[3]
Abouzar Sadeghzadeh, Electronics & Telecoms Engineering, University of Bradford, Bradford, UK.
Abstract
The aim of this paper is to assess the effect of service quality on customer loyalty for Iran Insurance Company’s Tehran province customers. In order to evaluate service quality, Servprov’s performance based scale model was utilized. This model consists of physical appearance, reliability, answerability, guarantee, and empathy aspects. For customer loyalty assessment, factors such as purchase repetition and referrals to others were considered. The research is descriptive and Likert’s multiple answer survey was used. The statistical audience consisted of all Iran Insurance’s customers in the province of Tehran. The statistical sample was formed by 420 individuals who were selected by random sampling. For correlation analysis, Pearson’s correlation analysis was used. Results showed that at 95% reliability, service quality had significant effect on customer loyalty.
Keywords
Physical Appearance, Answerability, Guarantee, Reliability, Empathy, Servprov Model, Customer Loyalty
Reference
[1]
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[2]
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[3]
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Mohammad Ghamari, Balazs Janko, R. Simon Sherratt, William Harwin, Robert Piechockic and Cinna Soltanpur, “A Survey on Wireless Body Area Networks for e-Healthcare Systems in Residential Environments”, Multidisciplinary Digital Publishing Institute (MDPI), volume 16, issue 6, 2016.
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Maryam Haghshenas, Abouzar Sadeghzadeh, Mojtaba Nassiriyar, Roghayeh Shahbazi, “Higher Education-Workforce Relationship and Higher Education Job Satisfaction”, IGI Global, 2015.
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