Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting
By H. Nguyen, Hoang Nguyen, N. Nguyen, A. Phan. 2018
114 citations recorded by the source corpus.
Sustainable services are often regarded as sustainable strategies and operations producing goods and services that satisfy customer needs and significantly improve social and environmental performance. To be sustainable, service providers must satisfy consumers’ needs or otherwise they will become redundant and economically irrelevant. This paper presents the results of an empirical study on the determinants of customer satisfaction and loyalty in life-insurance services in Vietnam based on a database collected through a questionnaire survey of 1476 customers during 2017. A path analysis technique is applied to test the proposed framework on the direct and indirect relationship between variables. The results of statistical analysis indicate that customer satisfaction in life-insurance services is significantly explained by such factors as corporate image, service quality and perceived value. Our findings suggest that a life-insurance service provider should focus on enhancing service quality and corporate image in order to obtain customer satisfaction that leads to customer loyalty.
Subfields: Economics and Econometrics, Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/2e3323a01b4c77e6e84646a5f64721b3dc02cb43
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Citations in the corpus
- Impact of perceived value on the satisfaction of supermarket customers: developing country perspective (2020, background): “Also, in recent years there has been a renewal of interest by marketing researchers in understanding customers’ perceptions of value (El-Adly and Eid, 2015) and the effect of CPV on customer satisfaction (El-Adly and Eid, 2016; Nguyen et al., 2018).”