THE EFFECTS OF PERCEIVED SERVICE QUALITY ON CUSTOMER LOYALTY: AN APPLICATION ON INSURANCE CUSTOMERS
Journal Title: Uluslararası Batı Karadeniz Sosyal ve Beşeri Bilimler Dergisi - Year 2017, Vol 1, Issue 1
Abstract
The purpose of this study is; to examine the effects of the perceived service quality on customer loyalty in the automobile insurance sector. Population of the study consisted of people who lived in Düzce city center. Quantitative research method was used in the research and research data were obtained from the individuals with insurance policies by using survey technique. A total of 140 questionnaires were evaluated within the scope of the research. According to research findings, customer loyalty does not differ significantly with respect to demographic characteristics. It has been determined that reliability, empathy and responsiveness have a positive and significant effect on customer loyalty and physical properties have no significant effects on perceived service quality dimensions in insurance companies.
Authors and Affiliations
Faruk Kerem Şentürk, Hasan Arif Eker
Keywords
Related Articles
- EP ID EP432886
- DOI -
- Views 102
- Downloads 0
POSTMODERNISM CURRENT AND EFFECTS OF POSTMODERNISM ON BUSINESS ADMINISTRATION
Postmodernism, which has been used for the first time in the field of architecture and which has influenced many areas such as philosophy and sociology until the mid-20th century; As a result of how the new production te...
EXAMINATION OF ESKİŞEHİR AS A BRAND CITY IN CITY MARKETING
In the 21st Century marketing world, not only products and services, but cities have also become part of marketing communication. Capitalism plays an important role in the destruction of the differences of cities, so cit...
PERFORMANCE CHARTS FROM THE IMPACT OF THE COMPANY PERFORMANCE
Under the influence of globalization, firms review competition potentials. In the new world order where competition is very difficult, it is inevitable for companies to analyze the issues affecting their performance. In...
Preference Reasons of Vocational Collage Students and Expectations from the Department: The Example of Bingöl University
In this study, Bingöl University technical sciences vocational high school students were searched for the reasons and preferences of their departments. A total of 296 students were employed in six departments, including...
NECESSITY OF INTERNAL CONTROL AND INTERNAL AUDIT MECHANISM: ENRON CASE
The case of Enron is a case that has not only affected the US but the whole world as of the period it was experienced. The necessity of internal control and internal control systems to be freed from superficiality and pr...