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Antecedents of Customer Satisfaction with Insurance Companies

  • Conference paper
Soft Computing in Management and Business Economics

Part of the book series: Studies in Fuzziness and Soft Computing ((STUDFUZZ,volume 286))

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Abstract

Customer satisfaction is viewed by many authors as one of the variables that have exercised the strongest influence on loyalty. The key objective of this study is to ascertain the variables that influence satisfaction that are specific to the insurance industry. It was deemed important to include, as satisfaction determinants in relation to insurance companies, service quality, perceived value, expertise and customer orientation of the personal contact, communication, reputation, and perceived justice. For this, we used the techniques of structural equation modeling and artificial neural networks, and we compare the two techniques in terms of results.

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Authors and Affiliations

  1. Instituto Superior de Contabilidade e Administração de Coimbra, Quinta Agrícola-Bencanta, 3040-316, Coimbra, Portugal

    Anabela Maria Bello da Silveira Baptista de Figueiredo Marcos

  2. Faculdade de Economia da Universidade de Coimbra, Av. Dias da Silva, 165, 3004-512, Coimbra, Portugal

    Arnaldo Fernandes Matos Coelho & Maria Manuela Vivaldo dos Santos Silva

Authors
  1. Anabela Maria Bello da Silveira Baptista de Figueiredo Marcos
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  2. Arnaldo Fernandes Matos Coelho
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  3. Maria Manuela Vivaldo dos Santos Silva
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Corresponding author

Correspondence to Anabela Maria Bello da Silveira Baptista de Figueiredo Marcos .

Editor information

Editors and Affiliations

  1. Department of Business Administration, University of Barcelona, Av. Diagonal 690, Barcelona, 08034, Spain

    Anna M. Gil-Lafuente

  2. Department of Business Administration, University of Barcelona, Av. Diagonal 690, Barcelona, 08034, Spain

    Jaime Gil-Lafuente

  3. Department of Business Administration, University of Barcelona, Av. Diagonal 690, Barcelona, 08034, Spain

    José M. Merigó-Lindahl

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Bello da Silveira Baptista de Figueiredo Marcos, A.M., Coelho, A.F.M., Vivaldo dos Santos Silva, M.M. (2012). Antecedents of Customer Satisfaction with Insurance Companies. In: Gil-Lafuente, A., Gil-Lafuente, J., Merigó-Lindahl, J. (eds) Soft Computing in Management and Business Economics. Studies in Fuzziness and Soft Computing, vol 286. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-30457-6_23

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  • DOI: https://doi.org/10.1007/978-3-642-30457-6_23

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