Customer retention in cases involving motor insurance claim / Syuhada Nawal Syazwani Ismail

Customer retention is a crucial area where most of the organizations pay more attention towards it. The major factor that attracts and retains new customers is the way it services its existing customers and the reputation it creates within and across the marketplace. This research is to study the customer retention in cases involving motor insurance claim. The objective of this research is to rank the service’ factors most contribute towards customer retention and to measure the level of customer retention towards services in relation to motor insurance claim. All the respondents are claimants from specified area and come from different insurance company and they have experience in using the service of claim process from their insurance provider. This research was conducted using various methods such as “Reliability Test, Frequency Distribution, and Descriptive Statistics”. The result of the findings indicated that processing time is the major service’ factor that will influence customer retention compared to another four factors which are relationship between insurer and customer, claim procedure, relationship between insurance company and customer, benefits, and No claim Bonus (NCB). The finding also identified that the level of customer retention towards motor insurance claim is on medium. It also identified that many service’ factors of motor insurance claim could be improved to the benefit of both customer and insurance company.