CUSTOMER LOYALTY IN THE AUTO INSURANCE MARKET
The objective of this study is to evaluate how satisfaction, cost of change, attractiveness of alternatives and trust affect customer loyalty in auto insurance. To verify the suggested relationships in the proposed conceptual model, an online survey was conducted with individuals who contracted an a...
| Autores: | , , , , |
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| Tipo de documento: | artigo |
| Estado: | Versão publicada |
| Data de publicação: | 2020 |
| País: | Brasil |
| Recursos: | Universidade do Sul de Santa Catarina (UNISUL) |
| Repositório: | Revista Eletrônica de Estratégia e Negócios |
| Idioma: | português |
| OAI Identifier: | oai:portaldeperiodicos.animaeducacao.com.br:article/7163 |
| Acesso em linha: | https://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/7163 |
| Access Level: | Acceso aberto |
| Palavra-chave: | Consumer Loyalty Auto Insurance Customer confidence Customer satisfaction SEM. Lealtad del consumidor Seguros de automóvil Confianza del cliente Satisfacción del cliente Lealdade do consumidor Seguros de automóvel Confiança do cliente Satisfação do cliente |
| Resumo: | The objective of this study is to evaluate how satisfaction, cost of change, attractiveness of alternatives and trust affect customer loyalty in auto insurance. To verify the suggested relationships in the proposed conceptual model, an online survey was conducted with individuals who contracted an automobile insurance policy for a maximum period of two years prior to the time of the survey. The data collected were analyzed through structural equations and the results obtained suggest that satisfaction positively affects consumer confidence and loyalty in the auto insurance market. |
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