Designing the customer (insurers) satisfaction model of the Iranian insurance industry emphasizing Iranian-Islamic characteristics

Abstract

The present study aim was to designing a model to create satisfaction for insurers in the insurance industry of Iran (according to Iranian-Islamic characteristics). It should be noted that according to the methodology presented for this research, the approach of this research has been qualitative. The qualitative modeling process of this research, which was carried out in the grounded theory method, formed the conceptual model of research. The statistical population consisted of a group of experts. Also, in this research, a deep and unstructured interviewing tool was used to data collection. Finally, the results of the research led to the presentation of a model of satisfaction process for insurers in the insurance industry of Iran (according to Iranian- Islamic characteristics). In terms of purpose, this research is applied, in terms of method is qualitative and in terms of approach is survey-exploration.

Keywords: Customer Satisfaction, Insurance Industry, Grounded Theory (GT)