A Study on the Determinants of Insurance Service Loyalty (보험소비자의 충성도에 영향을 미치는 요인 연구)

안철경; 권오경

A Study on the Determinants of Insurance Service Loyalty

Journal of Insurance and Finance
2009, 20(1), pp.39-74
Publisher : Korea Insurance Research Institute
Research Area : Social Science > Business Management

안철경 ¹, 권오경 ²

¹보험개발원
²보험연구원

Accredited

ABSTRACT

This study analyzes a causal relationship among various influencing factors using Structural Equation Model and shows it’s implications. Firstly, customer oriented services and creditability of services give positive influence to service satisfaction. Therefore these two services are prior factors of service satisfaction. Secondly, customer oriented services and service satisfaction do not exert a direct influence on customer loyalty directly but effect on indirectly through intermediation factor which called immersion. Finally, study finds out that service credibility much effect on customer loyalty and service satisfaction than customer-oriented services. Considering creation of service creditability is much helped by customer-oriented services, however, service credibility and customer-oriented services exert a favorable influence on customer loyalty and satisfactions directly or indirectly.

KEYWORDS

causal relationship, customer orientation, service creditability, service loyalty, service satisfaction, Structural Equation Model

Citation status

* References for papers published after 2023 are currently being built.

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