Case Study of Customer Loyalty Model in Insurance Industry

Organizations may identify and pursue policies that establish loyalty among their customers and to fulfill their needs. But they can go further and maintain a mutual and profitable long term relationship. In this paper, we review customers’ loyalty with regards to quality of services, satisfaction and their other behavioral characteristics. Data used in this paper are policyholders’ details using stratified random sampling. We used data on three categories of insurance which were property, personal and liability insurances. These data were analyzed by path analysis approach and using Smart-PLS software. Our proposed model fits the data strongly