پیوندهای مفید
آمار
| تعداد نشریات | 21 |
| تعداد شمارهها | 691 |
| تعداد مقالات | 10,035 |
| تعداد مشاهده مقاله | 71,039,535 |
| تعداد دریافت فایل اصل مقاله | 62,489,053 |
Analyzing the theoretical gap in the explanation of the factors affecting the loyalty of policyholders and proposing a powerful technique in data analysis | ||
| International Journal of Nonlinear Analysis and Applications | ||
| مقاله 20، دوره 15، شماره 8، آبان 2024، صفحه 225-235 اصل مقاله (604.5 K) | ||
| نوع مقاله: Research Paper | ||
| شناسه دیجیتال (DOI): 10.22075/ijnaa.2023.30212.4367 | ||
| نویسندگان | ||
| Javad Zebardast Gashti1؛ Kambiz Shahroudi* 1؛ Reza Aghajan Nashtaei2 | ||
| 1Department of Management, Rasht Branch, Islamic Azad University, Rasht, Iran | ||
| 2Department of Business Management, Rasht Branch, Islamic Azad University, Rasht, Iran | ||
| تاریخ دریافت: 25 آذر 1401، تاریخ بازنگری: 29 اسفند 1401، تاریخ پذیرش: 07 فروردین 1402 | ||
| چکیده | ||
| The insurance industry in Iran is considered as one of the key areas in the development and support of economic activities. In order to make maximum use of the potential in Iran's insurance market and to increase the insurance penetration rate and the share of annual insurance premium production in the GDP, it is necessary to address the issue of loyalty of insurers. Comparing Iran's insurance penetration with similar countries in the region shows a significant gap. The insurance penetration rate in Iran is about 3, which is a significant gap compared to the average insurance penetration rate, which is about 9. The main purpose of writing this article is to try to understand the necessity and importance of loyalty of policyholders in order to get the most premium income for insurance companies and also to formulate effective strategies in order to create satisfaction and loyalty of policyholders. Therefore, the main problem that insurance companies face in relation to the loyalty of policyholders is to determine the variables that have the greatest impact on creating satisfaction and loyalty, and there is also a need for techniques and techniques that can establish cause-and-effect relationships between broad variables. Show the influencer well. In order to achieve these goals and solve the mentioned problem, we collected and summarized at least 50 research articles in the field of loyalty of insurance policyholders in order to identify the variables that were analyzed in previous research. In this research, 23 indicators were identified, which were the variables that were most used in the analysis of the loyalty of insurance policyholders in the research. Due to the fact that the frequency of using these indicators in past research has been different, we summarized it. Among the indicators used, the variables of satisfaction, age, gender, insurance premium received, the duration of the policyholder's relationship with the insurer and the discounts provided by the insurer were identified as the most important indicators used. Also, we came to the conclusion that each of these techniques alone has weak points, the most important of which is the inability to examine the interrelationships between indicators and the dynamics between They are Therefore, in order to solve this problem, we introduced the method of system dynamics, which is an extremely powerful technique related to the analysis of cause and effect relationships. Also, in the end, we made a summary in relation to the indicators and variables affecting the loyalty of insurance policyholders and the theoretical gap of the research both from the aspect of theoretical and theoretical foundations and from the aspect of techniques and techniques used in order to examine their impact on each other. We classified and identified. | ||
| کلیدواژهها | ||
| Loyalty؛ insurers؛ system dynamics؛ insurers' satisfaction؛ theoretical gap | ||
| مراجع | ||
|
[1] M.R. Abbasi and S. Salehi, The effect of internal marketing on customer orientation in the insurance industry (Case study: Insurance companies in Tehran), Insurance J. 102 (2013), 145–176. [2] N. Abdulvand and H. Heydari, Pattern of influencing factors on customers turning in the insurance industry, Brand Manag. Quart. 2 (2014), no. 3. [3] F.X. Andoh-Adjei, R. van der Wal, E. Nsiah-Boateng, F.A. Asante, K. van der Velden, and E. Spaan, Does a provider payment method affect membership retention in a health insurance scheme? A mixed method study of Ghana’s capitation payment for primary care, BMC Health Serv. Res. 18 (2018), no. 1, 1–11. [4] H. Assa, On optimal reinsurance policy with distortion risk measures and premiums, Insurance: Math. Econ. 61 (2015), 70–75. [5] A. Baghai and M. Hosseini, Modeling the prediction of customer reversion in the insurance industry (case study), Sci.-Res. Quart. J. Insurance Res. 32 (2016), no. 1, 85–106. [6] L.L. Berry, Relationship marketing, L. Berry, L.G. Shostack and G.D. Upah (Eds.), Emerging Perspectives on Service Marketing, Chicago: American Marketing Association, 2015. [7] T. Bjork, Arbitrage Theory in Continuous Time, United Kingdom, Oxford University Press, 2009. [8] F. Black and M. Scholes, The pricing of options and corporate liabilities, J. Politic. Econ. 81 (1973), no. 3, 637–654. [9] S. Das, A. Nayyar and I. Singh, An assessment of forerunners for customer loyalty in the selected financial sector by SEM approach toward their effect on business, Data Technol. Appl. 53 (2019), no. 4. [10] A.M.B. De Figueiredo Marcos and A.F. de Matos Coelho, Service quality, customer satisfaction and customer value: Holistic determinants of loyalty and word-of-mouth in services, TQM J. 34 (2021), no. 5. [11] V. Dust Mohammadi, A. Albadvi and B. Teymorpur, Predicting customer churn using CLV in insurance industry, J. Syst. Manag. 2 (2016), no. 1, 39–49. [12] P. Gidakovi´c and V. Zabkar, How industry and occupational stereotypes shape consumers’ trust, value and loyalty judgments concerning service brands, J. Serv. Manag. 32 (2021), no. 6, 92–113. [13] P. Gidakovic and V. Zabkar, The formation of consumers’ warmth and competence impressions of corporate brands: The role of corporate associations, Eur. Manage. Rev. 19 (2022), no. 4, 1–15. [14] M. Haghigi Kafash, H. Dehghanan and M. Jalali, Identifying and prioritizing the motivations of the union of banks and insurance companies in the formation of ”Bank-Insurance”, Sci.-Res. Quart. J. Insurance Res. 32 (2016), no. 3, 1–20. [15] N. Hossein Khani, S.M. Hosseini Motlaq, and M. Khakzar Bafroei, Identification of the factors influencing customer turnover in the insurance industry, 21st Nat. Conf. 7th Int. Conf. Insurance Dev., Tehran, 2013. [16] Z. Kozegari Mamaghani, Investigating the impact of value, satisfaction and commitment due to service quality on customer loyalty in the insurance industry, Quart. J. New Res. Manage. Account. 4 (2017), no. 11. [17] A. Larsson and E. Brostrom, Ensuring customer retention: Insurers’ perception of customer loyalty, Market. Intell. Plann. 38 (2020), no. 2, 151–166. [18] M. Leiria, E. Rebelo and N. de Matos, Measuring the effectiveness of intermediary loyalty programmes in the motor insurance industry: loyal versus non-loyal customers, European J. Manage. Bus. Econ. 31 (2021), no. 3. [19] X. Liu, F. Yang, W. Cheng, Y. Wu, J. Cheng, W. Sun, X. Yan, M. Luo, X. Mo, M. Hu, and Q. Lin, Mixed methods research on satisfaction with basic medical insurance for urban and rural residents in China, BMC Public Health 20 (2020), no. 1, 1–15. [20] M.D. Mendez-Aparicio, A. Jimenez-Zarco, A. Izquierdo-Yusta, and J.J. Blazquez-Resino, Customer experience and satisfaction in private insurance web areas, Front. Psycho. 11 (2020), 2591. [21] F. Motahari Nejad, Investigating the relationship between the perception of pricing strategy and the purchase intention of customers in the insurance industry (car insurance), Master thesis, Ilam University, 2011. [22] R. Pejman and H. Kazemi Mehiari, Presenting and analyzing a model for the effect of ethical sales behavior on customer loyalty (case study: Parsian insurance customers in Shiraz), J. Market. Manag. 10 (2014), no. 29, 21–39. [23] M.S. Rahman, F.A.M. Abdel Fattah, The influence of service quality on customer patronage intention: The moderating effects of firm’s image, Int. Language Tourism Conf. (ILTC2016), International Islamic University Malaysia, 2016. [24] F.F. Reichheld, The Loyalty Effect, Boston, Harvard Business Review Press, 1996. [25] M. Rizvani, A. Davari and R. Afrasiabi, Designing a customer club business model in the insurance industry with an emphasis on innovation and customer block, Organ. Resource Manag. Res. 8 (2017), no. 1, 89–112. [26] R.A. Soeini and K.V. Rodpysh, Evaluations of data mining methods in order to provide the optimum method for customer churn prediction: Case study insurance industry, Int. Conf. Inf. Comput. Appl. 24 (2012), 290–297. [27] A. Tavakoli, S. Mortazavi, M. Kahani and Z. Hosseini, Using the data mining process to predict patterns of customer orientation in insurance, Bus. Manage. Persp. 9 (2018), no. 4. [28] H. Zhang, F. Liu, I. Turner and Q. Yang, Numerical solution of the time fractional Black–Scholes model governing European options, Comput. Math. Appl. 71 (2016), no. 9, 1772–1783. | ||
|
آمار تعداد مشاهده مقاله: 3,358 تعداد دریافت فایل اصل مقاله: 4,909 |
||