Exploring The Influence Of Customer Experience On The Link Between Financial Factors And Customer Satisfaction In Insurance Services

Abstract

Aim/Purpose: - The aim of the descriptive research study was to investigate the mediating role of customer relationship between the financial factors of insurance products and services and customer satisfaction. The positive customer experience is very much essential for high customer satisfaction with respect to financial factors of insurance products and services. There are various factors like: Risk Assessment, products and coverage, pricing and premiums, services of agents and brokers, claims management and its impact on customer satisfaction.

 Outcome: - The outcome of the research witnessed that the customer experience positively associated with the high customer satisfaction. Few Factors have shown direct effect and few other factors have in-direct relationship with the mediating and dependent factors.

 Research Methodology/Approach/Design: - developed structured open-ended questionnaire to collect the data from various respondents and applied various descriptive and inferential statistics which include: Mean, SD, Correlation, Regression, Structural Equation Modelling (SEM), and measurement indices to analyse the data. Sampling Technique/Method: - Applied simple random sampling technique to collect the data from various respondents. Taken 400 samples from various respondents to confirm the confirmatory factor analysis further to develop a model to assess the direct and in-direct relationship among the factors in the study. Generalizability: - The outcome of the research can be generalized under any circumstance where need arises to assess the customer satisfaction based on financial factors which leads to high customer satisfaction.