Yahya Skaf, Charbel Eid, Alkis Thrassou, Sam El Nemar, Karim S. Rebeiz
{"title":"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","authors":"Yahya Skaf, Charbel Eid, Alkis Thrassou, Sam El Nemar, Karim S. Rebeiz","doi":"10.1108/emjb-01-2024-0027","DOIUrl":null,"url":null,"abstract":"<h3>Purpose</h3>\n<p>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.</p><!--/ Abstract__block -->\n<h3>Design/methodology/approach</h3>\n<p>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).</p><!--/ Abstract__block -->\n<h3>Findings</h3>\n<p>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.</p><!--/ Abstract__block -->\n<h3>Practical implications</h3>\n<p>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.</p><!--/ Abstract__block -->\n<h3>Originality/value</h3>\n<p>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.</p><!--/ Abstract__block -->","PeriodicalId":46475,"journal":{"name":"EuroMed Journal of Business","volume":null,"pages":null},"PeriodicalIF":3.8000,"publicationDate":"2024-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Technology and service quality: achieving insurance industry customer satisfaction and loyalty under crisis conditions\",\"authors\":\"Yahya Skaf, Charbel Eid, Alkis Thrassou, Sam El Nemar, Karim S. Rebeiz\",\"doi\":\"10.1108/emjb-01-2024-0027\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<h3>Purpose</h3>\\n<p>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.</p><!--/ Abstract__block -->\\n<h3>Design/methodology/approach</h3>\\n<p>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).</p><!--/ Abstract__block -->\\n<h3>Findings</h3>\\n<p>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. 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Technology and service quality: achieving insurance industry customer satisfaction and loyalty under crisis conditions
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.
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.
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