عنوان مقاله [English]
نویسندگان [English]چکیده [English]
In this paper we assess important factors in customer satisfaction. This is carried out using a questionnaire that was run at a branch of Iran Insurance Company. The results of exploratory factor analysis indicate that two factors including "quality versus price" and "updated services and processes" affect third party policyholders' satisfaction. In addition, applying one sample t-test shows that third party policyholders at this branch were satisfied with these factors but their satisfaction is around the mean. From the policyholders' points of view, the most important characteristics of insurer were the development of new policies, easy access to buying policy, trustworthiness of the insurance company and high quality of its services in comparison with other insurance companies. However, the weakest factor was lack of an appropriate mechanism for receiving and attending insured compliance. Also, some performances such as shortening the sales process and providing courier for policy renewal can lead to raising customer satisfaction.