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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)


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.


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