Business, Management and Accounting
7 years ago

Quality service and satisfaction key to customer loyalty in insurance industry

Jurnal Teknobisnis
THE EFFECT OF SERVICE QUALITY, CORPORATE IMAGE, CUSTOMER SATISFACTION AND SWITCHING BARRIER ON CUSTOMER LOYALTY (The Insurance Company Case Study)
Muhammad Okidarsyah

Paper Summary

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The goal of the study was to understand what makes customers loyal to an insurance company. The researchers used data from customers in two branch offices and found that customer loyalty is influenced by good service quality and satisfaction. They also discovered that customer satisfaction affects the company's image and the likelihood of customers switching to another company.