Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/187938 
Year of Publication: 
2016
Citation: 
[Journal:] Future Business Journal [ISSN:] 2314-7210 [Volume:] 2 [Issue:] 1 [Publisher:] Elsevier [Place:] Amsterdam [Year:] 2016 [Pages:] 15-30
Publisher: 
Elsevier, Amsterdam
Abstract: 
The purpose of this study is to investigate the customer-service provider relationship in the insurance industry using artificial neural networks and linear regression. Using a sample of 389 customers from 10 different startup insurance companies, it was found that artificial neural networks are an efficient way to evaluate the factors affecting customer loyalty. The results indicated that customer satisfaction and perceived value are significant predictors of customer loyalty. Additionally, it was found that trust, perceived quality, and empathy have a significant impact on both customer satisfaction and perceived value. The results also showed that customer commitment to service provider is positively associated with customer satisfaction and loyalty. After comparing the performance of linear regression models with artificial neural networks, it was found that the use of neural networks is a better approach for analyzing the customer loyalty, satisfaction, and perceived value. The use of new techniques such as artificial neural networks for analyzing the customer behavior can be particularly beneficial for startup companies who aspire to gain competitive advantage over their strong and well-established rivals.
Subjects: 
Artificial neural networks
Customer loyalty
Insurance companies
Relationship marketing
Startups
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by-nc-nd Logo
Document Type: 
Article

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