Studying Effect of Customer Relationship Management on Customer Satisfaction Case Study: Moallem Insurance Company in Isfahan Province

Nadereh Sadat Rastghalam and Sajad Khalouzadeh Mobarakeh

International Journal of Academic Research in Business and Social Sciences, 2014, vol. 4, issue 9, 105-113

Abstract: The present survey was conducted to determine “Effect of customer relationship management on customer satisfaction with regard to moallem insurance company in Isfahan province". This survey was conducted using descriptive-field study. Statistical population of the present survey included all of the customers of moallem insurance company in Isfahan province in which cluster random sampling method was used. The sample volume was estimated equal to 185 persons. Data analysis has been done through SPSS software and statistical tests such as: onevariable t, independent t, one-sided variance analysis and Hostelling t2. Research results revealed that customers' satisfaction was more than average level in terms of all four-fold factors (four standards to be measured) including manner of responding, quality of services, and electronic services and it is at the average level about cost of services. This private company has been able to implement this system through developing its skills and proficiencies in the field of offering services effectively. This issue is due to paying attention to customers and establishment of personal relations with them in order to provide their needs and desires.

Keywords: Customer satisfaction; Customer relationship; Services quality (search for similar items in EconPapers)
Date: 2014
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
http://hrmars.com/hrmars_papers/Studying_Effect_of ... er_Satisfaction1.pdf (application/pdf)
http://hrmars.com/hrmars_papers/Studying_Effect_of ... er_Satisfaction1.pdf (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:hur:ijarbs:v:4:y:2014:i:9:p:105-113

Access Statistics for this article

More articles in International Journal of Academic Research in Business and Social Sciences from Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences
Bibliographic data for series maintained by Hassan Danial Aslam ().