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Aminul Islam, A. K. M.
- 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
Affiliations
1 School of Business, City University, Dhaka, BD
2 School of Business, University of Liberal Arts Bangladesh (ULAB), Dhaka, BD
1 School of Business, City University, Dhaka, BD
2 School of Business, University of Liberal Arts Bangladesh (ULAB), Dhaka, BD
Source
International Journal on Customer Relations, Vol 6, No 2 (2018), Pagination: 1-8Abstract
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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