Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting

Ha Thu Nguyen, Hoang Nguyen, Nhan Duc Nguyen and Anh Chi Phan
Additional contact information
Ha Thu Nguyen: School of Business Administration, University of Economics and Business, Vietnam National University, Hanoi, 144 Xuan Thuy, Cau Giay, Hanoi 10000, Vietnam
Hoang Nguyen: Faculty of International Training, Thuongmai University, 79 Ho Tung Mau, Cau Giay, Hanoi 10000, Vietnam
Nhan Duc Nguyen: Faculty of Accounting and Auditing, Foreign Trade University of Hanoi, 91 Chua Lang, Dong Da, Hanoi 10000, Vietnam
Anh Chi Phan: School of Business Administration, University of Economics and Business, Vietnam National University, Hanoi, 144 Xuan Thuy, Cau Giay, Hanoi 10000, Vietnam

Sustainability, 2018, vol. 10, issue 4, 1-16

Abstract: Sustainable services are often regarded as sustainable strategies and operations producing goods and services that satisfy customer needs and significantly improve social and environmental performance. To be sustainable, service providers must satisfy consumers’ needs or otherwise they will become redundant and economically irrelevant. This paper presents the results of an empirical study on the determinants of customer satisfaction and loyalty in life-insurance services in Vietnam based on a database collected through a questionnaire survey of 1476 customers during 2017. A path analysis technique is applied to test the proposed framework on the direct and indirect relationship between variables. The results of statistical analysis indicate that customer satisfaction in life-insurance services is significantly explained by such factors as corporate image, service quality and perceived value. Our findings suggest that a life-insurance service provider should focus on enhancing service quality and corporate image in order to obtain customer satisfaction that leads to customer loyalty.

Keywords: determinants; customer satisfaction; customer loyalty; service quality and corporate image; Vietnamese life insurance (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (9)

Downloads: (external link)
https://www.mdpi.com/2071-1050/10/4/1151/pdf (application/pdf)
https://www.mdpi.com/2071-1050/10/4/1151/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:10:y:2018:i:4:p:1151-:d:140580

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().