International E-publication: Publish Projects, Dissertation, Theses, Books, Souvenir, Conference Proceeding with ISBN.  International E-Bulletin: Information/News regarding: Academics and Research

Identifying the Structural Factors affecting Customer defection Insurance companies Case study: The Dana Insurance Company's branches in Zahedan city, Iran

    , ,

Author Affiliations

  • 1Department of Business Management, University of Sistan and Baluchestan, Zahedan, IRAN
  • 2 Department of Public Management, University of Sistan and Baluchestan, Zahedan, IRAN
  • 3 Payame Noor University of Iranshahr, Iranshahr, IRAN

Res. J. Management Sci., Volume 4, Issue (4), Pages 5-8, April,6 (2015)

Abstract

Today, the increase in competition in all services, especially insurance services retaining customers and increase their loyalty is more difficult. So, paying attention to the customers and provide customers’ needs can prevent from customers defection, and to increase their loyalty. The purpose of this study is to identify the structural factors affecting customer defection in insurance companies, to achieve this goal, 400 questionnaires were distributed among customers who use the Dana insurance branches’ insurance services in Zahedan. The findings shows respectively unfair price, the low quality of services, high transformation costs and finally the low quality of the physical environment played important role in the intentions of the customers and their defection.

References

  1. N. Tarzi and M. Bolurian Tehrani, A Study on the critical success factors in customers relationship management (case study: Saman insurance company), Journal of Marketing Management, 7(16), 81-97, (2012)
  2. D.V.H.F., Fernandes and C.P.D., Santos, Consumer complaining behavior in developing countries: The case of Brazil, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,20, 86-109, (2007)
  3. M. Moradi, M. Mousavi, B. Ali Mardani, Customer loyalty model in insurance industry (case study: an insurance company), Insurance Researches,26(1-101), 31-51, (2010)
  4. Masoudi, Customer's satisfaction as an assurance of survival in competitive market, Tadbir,142, 103-103, (2003)
  5. A.K. Kohli and B.J. Jaworski, Market orientation: the construct research propositions and managerial implications, Journal of Marketing,54(2), 1-18, (1990)
  6. R.W. Ruekert, Developing a market orientation: an organizational strategy perspective, International Journal of Research in Marketing,9(3), 225-245, (1992)
  7. Khanlari and B. Sohrabi, Causal model of excellence in relationship with organization's customers, Iranian Journal of Management Sciences, 4(11), 131-151, (2009)
  8. M.R. Hamidi Zadeh and S.M. Gamkhari, Identifying the elements effecting the loyalty of the customers based on fast responding organization's model, Iranian Journal of Trade Studies,13(52), 187-210, (2009)
  9. R. McMullan, A. Gilmore, Customer loyalty: an empirical study, European Journal of Marketing,42(9/10), 1084-1094, (2008)
  10. P. Kotler and G. Armstrong, Principles of marketing, 15th ed., Prentice Hall, (2013)
  11. F.F. Reichheld, Learning from customer defection, Harvard Business Review, 2(74),(1996)