The effect of customer engagement on customer loyalty: indication from the insurance industry in Jordan

Raed Ibrahim Mohamad Ibrahim () and Pelin Bayram ()
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Raed Ibrahim Mohamad Ibrahim: Girne American University
Pelin Bayram: Lefke Avrupa Üniversitesi

Journal of Financial Services Marketing, 2024, vol. 29, issue 2, No 15, 406-422

Abstract: Abstract This study focuses on the examination of the effect of customer engagement practices on the customers’ loyalty. It then considers the investigation of the intermediating role of customer experience and customer identification factors in the connections between customer engagement dimensions and his/her brand loyalty. Thus, a total of approximately 352 usable responses from those life insurance customers in Jordan were evaluated after their responses were subjected to partial least squares structural equation modeling analysis. The research’s outcomes gave a prediction that purchaser engagement significantly influences purchaser experience and customer identification. The attained outcomes also uncovered that purchaser experience and shopper identification meaningfully improve customer loyalty and the intermediated connection between customer engagement and customer loyalty. Additionally, these attained outcomes indicate the why practices that boost customer experience and identification result in customer loyalty and engagement also.

Keywords: Customer engagement; Jordan; Customer experience; Life insurance sector; Customer identification; Customer loyalty (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1057/s41264-023-00216-w

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