Technology and service quality: achieving insurance industry customer satisfaction and loyalty under crisis conditions

IF 3.8 Q2 BUSINESS

EuroMed Journal of Business Pub Date : 2024-09-19 DOI:10.1108/emjb-01-2024-0027

Yahya Skaf, Charbel Eid, Alkis Thrassou, Sam El Nemar, Karim S. Rebeiz

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引用次数: 0

Abstract

Purpose

This research addresses the critical challenge of fostering customer loyalty within the highly competitive landscape of the insurance industry. The study investigates the interplay between customer satisfaction, loyalty, and the influence of technology and service quality in the context of insurance services and in periods of crisis.

Design/methodology/approach

A quantitative research approach was employed, utilizing a structured questionnaire distributed among diverse insurance customers in Lebanon during crisis conditions. The data were analyzed using SPSS-Amos, incorporating descriptive statistics, correlation analysis, and structural equation modeling (SEM).

Findings

This research emphasizes the crucial role of customer satisfaction in fostering loyalty in the insurance sector, especially during crises. High satisfaction levels, influenced by user-friendly online platforms, positively correlate with increased customer loyalty. Technology plays a vital role in maintaining and improving satisfaction, making it a key driver during challenging times. Positive interactions between service quality and satisfaction further highlight the multifaceted impact of technology on shaping customer loyalty.

Practical implications

The research findings provide valuable insights with practical implications for insurers aiming to boost customer loyalty. The study recommends strategic investments in critical areas like claims processing, customer service, communication strategies, digitalization initiatives, and employee training. The study provides insights applicable particularly to insurance companies navigating crisis conditions.

Originality/value

This research contributes both to academic understanding and practical applications by shedding light on the distinctive challenges and opportunities faced by insurers in cultivating customer loyalty within the insurance industry during crisis. The elucidations provided serve as a foundation for developing targeted strategies to address these challenges and to leverage opportunities for enhanced customer loyalty.

查看原文本刊更多论文

技术与服务质量：危机条件下实现保险业客户满意度和忠诚度

目的本研究探讨了在竞争激烈的保险行业中培养客户忠诚度所面临的严峻挑战。本研究调查了客户满意度、忠诚度以及技术和服务质量在保险服务和危机时期的影响之间的相互作用。设计/方法/途径采用了定量研究方法，在黎巴嫩危机时期向不同的保险客户发放了结构化问卷。使用 SPSS-Amos 对数据进行了分析，包括描述性统计、相关性分析和结构方程建模（SEM）。研究结果本研究强调了客户满意度在促进保险行业忠诚度方面的关键作用，尤其是在危机期间。受用户友好型在线平台的影响，高满意度与客户忠诚度的提高呈正相关。技术在保持和提高满意度方面发挥着至关重要的作用，使其成为挑战时期的关键驱动力。服务质量与满意度之间的积极互动进一步凸显了技术对塑造客户忠诚度的多方面影响。研究建议在理赔处理、客户服务、沟通策略、数字化举措和员工培训等关键领域进行战略投资。本研究揭示了保险公司在危机期间培养保险业客户忠诚度所面临的独特挑战和机遇，从而为学术理解和实际应用做出了贡献。所提供的阐释为制定有针对性的战略奠定了基础，以应对这些挑战，并利用各种机会提高客户忠诚度。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

EuroMed Journal of Business BUSINESS-

CiteScore

9.80

自引率

19.20%

发文量

期刊介绍： The EuroMed Journal of Business (EMJB) is the premier publication facilitating dialogue among researchers from Europe and the Mediterranean. It plays a vital role in generating and disseminating knowledge about various business environments and trends in this region. By offering an up-to-date overview of emerging business practices in specific countries, EMJB serves as a valuable resource for its readers. As the official journal of the EuroMed Academy of Business, EMJB is committed to reflecting the economic growth seen in the European-Mediterranean region. It aims to be a focused and targeted business journal, highlighting environmental opportunities, threats, and marketplace developments in the area. Through its efforts, EMJB promotes collaboration and open dialogue among diverse research cultures and practices. EMJB serves as a platform for debating and disseminating research findings, new research areas and techniques, conceptual developments, and practical applications across various business segments. It seeks to provide a forum for discussing new ideas in business, including theory, practice, and the issues that arise within the field.