Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Study on Influence Factors for the Customer Satisfaction in the Automobile Insurance Market

자동차보험시장에서 고객만족의 영향요인에 관한 연구

  • Lee, Ihn-Shik (Division of Business Administration, ChongJu University)
  • Published : 2008.09.30
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Abstract

Korean insurance companies recently started to understand that the customer satisfaction can be a critical role affecting sales performance and profit. A number of authors have reported and analyzed service quality factors in the auto insurance. The purpose of this research is to examine influence factors for the customer satisfaction in the auto insurance market. This study is assumed that customer satisfaction factors are composed of prices of service and corporate image as well as service quality factors. 249 questionnaires are gathered and analyzed from persons. The main findings of the empirical study are : First, the influence from prices of service and corporate image is higher than that from service quality factors, Second, repurchase of auto insurance highly correlated to recommendation intention.

Keywords

References

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