Determinants of customer satisfaction in life insurance companies
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Determinants of customer satisfaction in life insurance companies
Business Assignment: Method AssignmentABSTRACTThis paper aims to propose and analyze four dimensional quality instruments which IS affecting on satisf Determinants of customer satisfaction in life insurance companies faction of customers in life insurance companies as well as provide some solutions to satisfy the customer in this industry. It is suggested to investigate the effects of the proposed sen ice quality instruments on customer satisfaction (‘service quality’’, ‘Brand quality. Product quality’, and ‘Fun Determinants of customer satisfaction in life insurance companies ctional quality') The proposed framework attempts to provide a blueprint for appropriate course of action (by life insurance service providers) to creDeterminants of customer satisfaction in life insurance companies
ate a base of satisfied customers through quality senices. All mentioned-in format ion from the paper IS based on the expectation from 282 potential cBusiness Assignment: Method AssignmentABSTRACTThis paper aims to propose and analyze four dimensional quality instruments which IS affecting on satisf Determinants of customer satisfaction in life insurance companies s complaints, service, customers, life insurance companies.Dani Xuan ThuyPage 1Business Assignment: Method AssignmentCHAPTER 1:INTRODUCTIONCustomer behavior IS changing rapidly. Technology. and 111 particular the growth of online and social media, is driving a fundamental shift in customer expectati Determinants of customer satisfaction in life insurance companies ons in terms of how products are marketed, pl iced, sold and serviced. and how companies are perceived. Customer satisfaction IS always a question marDeterminants of customer satisfaction in life insurance companies
k in minds of sellers as It IS very difficult to find that what exactly customer wants from the seller Customers have particular opinions on their purBusiness Assignment: Method AssignmentABSTRACTThis paper aims to propose and analyze four dimensional quality instruments which IS affecting on satisf Determinants of customer satisfaction in life insurance companies customers only on price, but need to fulfill their desires, expectations and needs in relation to the service Though customers are the main concern and precious asset that is why most of the companies are thinking their current and future needs by analyzing customer satisfaction. Life insurance play Determinants of customer satisfaction in life insurance companies ers have started realizing that then business depends on customer satisfaction.Moreover, in today’s competitive environment delivering high quality seDeterminants of customer satisfaction in life insurance companies
rvice is the key for a sustainable competitive advantage. Customer satisfaction does have a positive effect on an organization’s profitability. SuccesBusiness Assignment: Method AssignmentABSTRACTThis paper aims to propose and analyze four dimensional quality instruments which IS affecting on satisf Determinants of customer satisfaction in life insurance companies customer. Therefore, it is really an important element to deal with a great care, otherwise failure in this challenging task can bring disaster which destroys the existence of a company in the market. The more customers are satisfied with products or services offered, the more are chances for any s Determinants of customer satisfaction in life insurance companies uccessful business as customer satisfaction leads to repeat purchase, brand loyalty, and positive word of mouth marketing. Customer satisfaction leadsDeterminants of customer satisfaction in life insurance companies
to repeat purchases, loyalty and to customer retention (Zairi. 2000).1.1.Problem statementWhen the busmess is much more challenging and competitive, Business Assignment: Method AssignmentABSTRACTThis paper aims to propose and analyze four dimensional quality instruments which IS affecting on satisf Determinants of customer satisfaction in life insurance companies Assignmentare shifting Horn product oriented to service oriented to make their customers satisfied. Companies arc paying their attention on customers' needs and desires to ensure better sendees to keep customers with them. So. nowadays companies are much more concerned about customer's expectations Determinants of customer satisfaction in life insurance companies and what they arc providing to customers. (Kotler and Armstrong 2008. p. 218).As many other financial services, the life insurance industry is facingDeterminants of customer satisfaction in life insurance companies
a rapidly changing market, new technologies, economic uncertainties, fierce competition and more demanding customers and the changing climate has presBusiness Assignment: Method AssignmentABSTRACTThis paper aims to propose and analyze four dimensional quality instruments which IS affecting on satisf Determinants of customer satisfaction in life insurance companies ortant assets. It is not like other fast-moving industry, insurance product is intangible one. this is one of the issues that these companies have to gam trust from the customers.Vietnam's insurance market witli recent years has strong growth, increasing diversified products, improving service quali Determinants of customer satisfaction in life insurance companies ty thanks to the political, economic stability, it includes open policy making Vietnam become an attractive market for investors. Actually, life insurDeterminants of customer satisfaction in life insurance companies
ance is relatively young 111 Vietnam market - just for fifteen years. This industry is very potential for exiting companies and new entrances, that’s Business Assignment: Method AssignmentABSTRACTThis paper aims to propose and analyze four dimensional quality instruments which IS affecting on satisf Determinants of customer satisfaction in life insurance companies multi-national and experienced financial institutes (c.g: BIDV with Mctlifc. Viet Tin Bank with Aviva With. etc...). Beside that, some potential new entrances start to build their business by meeting with the Government for a discussion. l ife insurance providers increasingly recognize that today’s Determinants of customer satisfaction in life insurance companies customers who insist on improvements ill quality of services have many alternatives and. therefore, may more readily change providers if nor satisfiedDeterminants of customer satisfaction in life insurance companies
. This is evident from the not so uncommon practice of ’policy lapses' readily embraced by dissatisfied policy holders. Due to the intensive competitiBusiness Assignment: Method AssignmentABSTRACTThis paper aims to propose and analyze four dimensional quality instruments which IS affecting on satisf Determinants of customer satisfaction in life insurance companies t product to the customer's needs IS also very important. This paper is also focused on agent forces, they arc called FinancialDam Xuan ThuyPage 3Business Assignment: Method AssignmentConsultant (FC) in life insurance industry, this force is the first one to approach and build the company’s image wi Determinants of customer satisfaction in life insurance companies th the customer as insurance product is invisible one. just based on the trust, relationship and company reputation. Whatever good product, price, howDeterminants of customer satisfaction in life insurance companies
ever, the representative for the firm and company’s capability are the most important factors that bring the customer to make decision or select the iBusiness Assignment: Method AssignmentABSTRACTThis paper aims to propose and analyze four dimensional quality instruments which IS affecting on satisf Determinants of customer satisfaction in life insurance companies i Life) often receive lots of questions and complaints from customers that life insurance companies make very little effort to retain them at the point of lapse, no caring program such as small gifts or congratulation card on special days, level of repeat purchase is very low. and with a few excepti Determinants of customer satisfaction in life insurance companies ons. Moreover, customers do not fully understand the product as well as policy they purchased as they tendency to build relationships with providers wDeterminants of customer satisfaction in life insurance companies
ho they trust and make it convenient for them. Therefore, some FCs have abused their existing relationship, not provided clearly consultation to the cBusiness Assignment: Method AssignmentABSTRACTThis paper aims to propose and analyze four dimensional quality instruments which IS affecting on satisf Determinants of customer satisfaction in life insurance companies t of FCs has tendency to introduce positive points of the products policy than clear mention the terms or conditions which the customer may lose if they do not commit to the policy. They do not have good impression on FC’s behavior. This leads to the disappointment from the customers with the insura Determinants of customer satisfaction in life insurance companies nce agent, creates difficult approach for agents with the customer at the fust tune for an appointment if they do not know each other before. This stuDeterminants of customer satisfaction in life insurance companies
dy IS to give a chance for life insurance companies listening to the voice of the customer as well as find out the factors affect on customer satisfacBusiness Assignment: Method AssignmentABSTRACTThis paper aims to propose and analyze four dimensional quality instruments which IS affecting on satisf Determinants of customer satisfaction in life insurance companies cting the customer satisfaction when they decide to become a policy owner, and provide some solutions to improve the satisfaction of the customer. Specifically, this study was conducted to achieve the three objectives in the following:Dani Xuan ThuyPage 4Business Assignment: Method Assignment-Identi Determinants of customer satisfaction in life insurance companies fying the key factors affecting the customer satisfaction 111 life insurance companies:•Determining level of satisfaction:-Proposing some recommendatiDeterminants of customer satisfaction in life insurance companies
ons to improve the customer satisfaction.1.3.Research questionsThe study focus on answering the following question:•What are the key factors affectingBusiness Assignment: Method AssignmentABSTRACTThis paper aims to propose and analyze four dimensional quality instruments which IS affecting on satisf Determinants of customer satisfaction in life insurance companies n of customers?1.4.Scope of the ResearchGọi ngay
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