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Insured’s Perception on Determinants of Insurance Claim Recovery Process:Are these Illusions or Realities for the Insurers in Bangladesh?


Affiliations
1 School of Business, City University, Dhaka, Bangladesh
2 School of Business, University of Liberal Arts Bangladesh (ULAB), Dhaka, Bangladesh
     

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This paper intends to explore the influence of some selected determinants on the insured’s perception of insurance claim recovery process in the context of Bangladesh, as insurance companies are now realizing that there is a positive relationship between clientele services and satisfaction. We emphasized five dimensions based on 22 précised elements, which affect the insured’s perception. This five-dimensional service-quality framework consists of ‘Tangibility’, ‘Reliability’, ‘Responsiveness’, ‘Assurance’, and ‘Empathy’. It has generated significant influence on insured’s perception of satisfaction. We found the R-square value of 0.88 and F Value > Significant value, which clearly mandate the strength of the model. So, this paper concludes with a focus on preparing a blueprint by the insurance companies to provide proper training and attractive incentives to their staff, who deal with the clients directly. Such endeavors will ensure sustainable growth for the companies through quality services.

Keywords

Service Quality Dimensions, Customer Satisfaction, Multiple Linear Regression.
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  • Insured’s Perception on Determinants of Insurance Claim Recovery Process:Are these Illusions or Realities for the Insurers in Bangladesh?

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Authors

A. K. M. Aminul Islam
School of Business, City University, Dhaka, Bangladesh
Sahadat Hossain
School of Business, University of Liberal Arts Bangladesh (ULAB), Dhaka, Bangladesh

Abstract


This paper intends to explore the influence of some selected determinants on the insured’s perception of insurance claim recovery process in the context of Bangladesh, as insurance companies are now realizing that there is a positive relationship between clientele services and satisfaction. We emphasized five dimensions based on 22 précised elements, which affect the insured’s perception. This five-dimensional service-quality framework consists of ‘Tangibility’, ‘Reliability’, ‘Responsiveness’, ‘Assurance’, and ‘Empathy’. It has generated significant influence on insured’s perception of satisfaction. We found the R-square value of 0.88 and F Value > Significant value, which clearly mandate the strength of the model. So, this paper concludes with a focus on preparing a blueprint by the insurance companies to provide proper training and attractive incentives to their staff, who deal with the clients directly. Such endeavors will ensure sustainable growth for the companies through quality services.

Keywords


Service Quality Dimensions, Customer Satisfaction, Multiple Linear Regression.

References