مجلة بحوث الإدارة والاقتصاد
Volume 6, Numéro 4, Pages 108-199
2024-12-31
The Reality Of The Impact Of The Quality Of Insurance Services On Customer In The Algerian Market -saa Company Case Study-
Authors : Benfreiha Nadjat . Ghida Fouzia .
Abstract
This topic relates to studying the extent to which the quality of insurance services affects the behavior of customers in the insurance market in Algeria, especially in gaining their loyalty to the company. To complete the study, we chose the National Insurance Company (SAA) and Chlef Agency as a case study, which distributed 46 questionnaires to a sample of its customers. The study focused on the quality of The institution’s insurance services and the most important factors affecting them, as well as studying the extent of their impact on customer behavior in terms of gaining satisfaction and thus his loyalty to the company and its ability to compete and acquire new customers. The study also showed the importance of the institution’s interest in its market and trying to provide quality services that would strengthen its position in the market. Insurance and the image of the institution in the community it serves. In their study, the two researchers relied on directing a questionnaire to customers of the National Insurance Company SAA, to find out the extent to which this company adopts the concepts of quality in providing its insurance services to its customers, as well as to identify the impact of this on their behavior towards the company.
Keywords
quality ; insurance services ; customer behavior ; insurance market
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