Service Personalization and Loyalty Case Study : Automobile Insurance Company in Saida. Algeria

Abstract

In Algeria and, despite of the growing of service personalization and loyalty, (according to our investigations) has yet linked this notion to the insurance sector as well, the main objective of this work is to verify the impact of the relational approach, across the following dimensions (trust, commitment, satisfaction, customi-zation, quality perceived, and value) based on customer’s loyalty of insurance in Saida. The analysis of the results of different regressions simple has confirmed the existence of significant relation-ship between the quality, value, personalization, confidence, commitment, and satisfaction on loyalty to customers on the other side. Regarding the analyzes of the regression multiple, the results have demonstrated that the factor " personalization " has a significant effect on fidelity