A study of the relationship between service provision and customer satisfaction (case study: Shiraz branch of Iran Insurance Company)
Journal Title: Journal of Science and today’s world - Year 2018, Vol 7, Issue 8
Abstract
In today's world, organizations have adopted an effective relationship with the customer in order to obtain their satisfaction as they need such a satisfaction in order to compete with other organizations. Organizations have realized that customers and their satisfaction should be at the center of the organization’s focus. Thus, they try to have an effective relationship with customers, identify their needs and make them more satisfied, compared with other organization. It is such cases that organizations can significantly be successful than their competitors. The present study explores the relationship between service provision and customer satisfaction in Shiraz branch of Iran Insurance Company. The hypotheses of the study are as follows: Service quality significantly impacts customer satisfaction in Iran Insurance Company. Providing after-sales services significantly impacts customer satisfaction in Iran Insurance Company. Providing services in an electronic way significantly impacts customer satisfaction in Iran Insurance Company. Pearson’s correlation coefficient was used for exploring the relationship between qualitative variables. The results indicate that there is a positive and significant relationship between the dependent variable (customer satisfaction) and independent variables (quality of the services provided, after-sales services and providing services in an electronic form).
Authors and Affiliations
Maryam Peiravi Haghighi
Keywords
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