A Study of Customer Renewal and Switching Behavior in Automobile Insurance-F Insurance Company as an Example

• Main Authors: Zhong-Xiu Lin, 林仲修
• Other Authors: Paul C.S.Wu
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/33981559469066501916

碩士 === 真理大學 === 管理科學研究所 === 94 === Over the last ten years, the automobiles have been dramatically increasing due to rapid economic development, in addition to people’s growing knowledge in insurance and greater willingness to buy insurance, lead the domestic automobiles insurance business to expand quickly and has become essential in the whole non-life insurance market. For the major non-life insurance companies in Taiwan, the success or failure of automobiles insurance business thus directly affects their revenue, and the key to such success is customer’s stable purchasing behavior. In order to understand the brand switching behavior of automobiles insurance customers, the “Critical Incident Technique” (CIT) is adopted by this research with unstructured questionnaires for data collection. Moreover, the objects of main study are F insurance company’s customers through C life-insurance company’s channel and 222 effective samples data been collected. For the renewal of automobile insurance: (1) Regarding to customers’ characteristics, the factors such as car owners’ age, marital status, and family income influence the renewal of contract. (2) Regarding vehicle characteristics, the price, the age, the country of made-in, the air displacement and the driving areas of cars are related to the automobiles insurance continuity. For the brand switching of automobiles insurance renewal, the higher the degree of failure severity of core service failures, service encounter failures, pricing failures and after sales personnel’s responses failures as well as the higher the degree of competition, the higher the probability of brand switching. However, factors such as inconvenience, employee’s ethical problems and involuntary switching are not related to customers’ brand switching behavior. Finally, this research makes recommendations to help property insurance companies retaining their customers and thus increasing long-term profit.