Investigation and Assessment of the Customer Satisfaction Level of Active Insurance Companies in Iranian Insurance Industry

This study is seeking to assess the customer satisfaction of the Iranian insurance industry. Our study is a questionnaire-based survey. Hence, we distributed 6580 questionnaires among customers of 19 active companies in the insurance industry in 2014. Model parameters are determined based on service marketing mix. The results indicate that the lowest and highest levels of satisfaction related to the marine insurance and oil and energy insurance, respectively. In terms of satisfaction indices, simplicity and the speed of policy issuing have the greatest satisfaction. On the other hand, the lowest satisfaction is associated with the compensation amount. In addition, our finding show that insurance company history affects customer satisfaction. The research indicates no significant relationship between customer satisfaction with insurance company’s size (capacity for risk retention) and its shareholder status (private/public). Detailed results of this study can also be used to shed a light for identifying weaknesses of insurance companies in terms of customer satisfaction and suggesting solutions to fix them.