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Factors affecting customer satisfaction with life insurance service quality: A case study in Hanoi

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  • Thanh Tung Hoang,
  • Nguyen Thao Ly,
  • Le Hoang Anh,
  • Doan Nguyen Nhat Anh
Thanh Tung Hoang
University of Labour & Social Affairs
Nguyen Thao Ly
University of Labour and Social Affairs
Le Hoang Anh
University of Languages and International Studies
Doan Nguyen Nhat Anh
Hanoi Amsterdam High School for the Gifted
Published in : International Journal of Scientific Research and Management (IJSRM) , Vol. 12 No. 05 (2024)

Submission to VIJ 2024-05-21

Keywords

  • influencing factors,
  • Satisfaction,
  • service quality,
  • insurance services

Copyright (c) 2024 Thanh Tung Hoang, Nguyen Thao Ly, Le Hoang Anh, Doan Nguyen Nhat Anh

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Abstract

This study aims to identify and evaluate factors that affect customer satisfaction in Hanoi with insurance services at a life insurance company. With 259 questionnaire survey samples, the research team used SPSS statistical software to test the research hypotheses. Research results show that 3/5 factors of service quality, including Assurance, Tangibles, and Responsiveness, positively impact customer satisfaction, while 2/5 factors, Reliability and Empathy, are not statistically significant enough to conclude the relationship affecting customer satisfaction. From the research results, the authors have proposed solutions to improve the quality of insurance services to increase customer satisfaction and promote the sustainable development of insurance businesses.

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