Exploring the factors affecting retention in Health and Life insurance: Systematic Literature Review (SLR)
DOI:
https://doi.org/10.48047/pfrtg940Keywords:
retention, customer loyalty, insurance, service quality, customer satisfaction, WOMAbstract
The aim of this research is to examine the previously published research studies in the area of retention in
insurance. PRISMA framework has been used for synthesizing and selecting the data and the most relevant papers
have been extracted from Scopus database. This systematic literature review (SLR) explored perceived customer value
and service quality being the predictor for customer loyalty in the insurance industry and also other financial services
and customer satisfaction mediating between the two. There have been other factors too which affect customer
satisfaction and retention as firm image, WOM, CSR, trust and ethical sale behavior. The report emphasizes on the
importance of customer value and service quality constructs in the previous studies. The study is focused on the most
cited last two decades’ research articles and explored various factors and various approaches by the authors. The
current study is based on descriptive analysis from the secondary data source. This study would enrich the existing
research data on retention in insurance and foster new avenues for future research possibilities. The report starts with
the insights from the industrial reports and showing the need for academic research in this area.
Downloads
References
● Tsoukatos, E., & Rand, G. K. (2006). Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance. Managing Service Quality, 16(5), 501–519. doi:10.1108/09604520610686746
● Gera, R., Mittal, S., Batra, D. K., & Prasad, B. (2017). Evaluating the effects of Service Quality, customer satisfaction, and service value on Behavioral Intentions with life insurance customers in India. International Journal of Service Science doi:10.4018/ijssmet.2017070101
Management Engineering and Technology, 8(3), 1–20.
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
You are free to:
- Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Notices:
You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .
No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.
