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Insureds Perception on Determinants of Insurance Claim Recovery Process: Are these Illusions or Realities for the Insurers in Bangladesh

International Journal on Customer Relations

Volume 6 Issue 2

Published: 2018
Author(s) Name: AKM Aminul Islam, Sahadat Hossain | Author(s) Affiliation: Lecturer, School of Business, City University, Dhaka, Bangladesh.
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This paper intends to explore the influence of some selected determinants on the insureds perception of insurance claim recovery process in the context of Bangladesh, as insurance companies are now realizing that there is a positive relationship between clientele services and satisfaction. We emphasized five dimensions based on 22 précised elements, which affect the insureds perception. This five-dimensional service-quality framework consists of Tangibility, Reliability, Responsiveness, Assurance, and Empathy. It has generated significant influence on insureds perception of satisfaction. We found the R-square value of 0.88 and F Value Significant value, which clearly mandate the strength of the model. So, this paper concludes with a focus on preparing a blueprint by the insurance companies to provide proper training and attractive incentives to their staff, who deal with the clients directly. Such endeavors will ensure sustainable growth for the companies through quality services.

Keywords: Service Quality Dimensions, Customer Satisfaction, Multiple Linear Regression

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