Please use this identifier to cite or link to this item: https://scholarhub.balamand.edu.lb/handle/uob/7588
Title: Technology and service quality: achieving insurance industry customer satisfaction and loyalty under crisis conditions
Authors: Skaf, Yahya
Eid, Charbel
Thrassou, Alkis
El Nemar, Sam
Rebeiz, Karim 
Affiliations: Department of Business Administration 
Department of Business Administration 
Keywords: Crisis
Insurance
Lebanon
Loyalty
Satisfaction
Service quality
Technology
Issue Date: 2024-01-01
Publisher: Emerald Publishing
Part of: EuroMed Journal of Business
Abstract: 
Purpose: This research addresses the critical challenge of fostering customer loyalty within the highly competitive landscape of the insurance industry. The study investigates the interplay between customer satisfaction, loyalty, and the influence of technology and service quality in the context of insurance services and in periods of crisis. Design/methodology/approach: A quantitative research approach was employed, utilizing a structured questionnaire distributed among diverse insurance customers in Lebanon during crisis conditions. The data were analyzed using SPSS-Amos, incorporating descriptive statistics, correlation analysis, and structural equation modeling (SEM). Findings: This research emphasizes the crucial role of customer satisfaction in fostering loyalty in the insurance sector, especially during crises. High satisfaction levels, influenced by user-friendly online platforms, positively correlate with increased customer loyalty. Technology plays a vital role in maintaining and improving satisfaction, making it a key driver during challenging times. Positive interactions between service quality and satisfaction further highlight the multifaceted impact of technology on shaping customer loyalty. Practical implications: The research findings provide valuable insights with practical implications for insurers aiming to boost customer loyalty. The study recommends strategic investments in critical areas like claims processing, customer service, communication strategies, digitalization initiatives, and employee training. The study provides insights applicable particularly to insurance companies navigating crisis conditions. Originality/value: This research contributes both to academic understanding and practical applications by shedding light on the distinctive challenges and opportunities faced by insurers in cultivating customer loyalty within the insurance industry during crisis. The elucidations provided serve as a foundation for developing targeted strategies to address these challenges and to leverage opportunities for enhanced customer loyalty.
URI: https://scholarhub.balamand.edu.lb/handle/uob/7588
ISSN: 14502194
DOI: 10.1108/EMJB-01-2024-0027
Ezproxy URL: Link to full text
Type: Journal Article
Appears in Collections:Department of Business Administration

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