نوع مقاله: مستخرج از رساله
نویسندگان
1 گروه مدیریت بازرگانی،واحد تهران شمال،دانشگاه آزاد اسلامی،تهران،ایران.
2 هرمز مهرانی،استاد یار،گروه مدیریت،موسسه آموزش عالی غزالی،قزوین،ایران
3 گروه مدیریت بازرگانی دانشکده مدیریت و حسابداری دانشگاه شهیدبهشتی، تهران، ایران
4 دانشیار دانشکده مدیریت و حسابداری دانشگاه شهید بهشتی، تهران، ایران
چکیده
کلیدواژه‌ها
موضوعات
عنوان مقاله [English]
نویسندگان [English]
The rising number of insurance fraud scandals during recent years has led to increased uncertainty about insuranc choices. that it can greatly affect the insurer's trust and satisfaction. In this study, we seek to identify and design a Satisfaction-Trust model, which are two very important indicators of customer loyalty. Only when consumer trust-satisfaction in insurance industry is understood can insurers effectively apply corresponding strategies to secure long‐term success. The model was suggested based on previous studies at home and abroad and the views of experts.The main tool for data collection is questionnaire. Finally by collecting data questionnaire based on correlation analysis and structural equation model using AMOS and SPSS 18 software were analyzed. The results indicated that 1) the insurer's ability and honesty affect customer confidence 2) the insurer's trust significantly affected It is effective 3) The costs of switching affect loyalty. And satisfaction alone is not enough and customers may not be loyal despite their satisfaction.
کلیدواژه‌ها [English]
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