Proceedings of the 4th International Conference on Economics, Business and Economic Education Science, ICE-BEES 2021, 27-28 July 2021, Semarang, Indonesia

Research Article

The Impact of Customer Experience Quality on Customer Loyalty in Motor Vehicle Insurance Industry: The Mediating Role of Relationship Quality

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  • @INPROCEEDINGS{10.4108/eai.27-7-2021.2316815,
        author={Andreas Imanuel Tobing and Elevita  Yuliati},
        title={The Impact of Customer Experience Quality                on Customer Loyalty in Motor Vehicle Insurance Industry: The Mediating Role of Relationship Quality},
        proceedings={Proceedings of the 4th International Conference on Economics, Business and Economic Education Science, ICE-BEES 2021, 27-28 July 2021, Semarang, Indonesia},
        publisher={EAI},
        proceedings_a={ICE-BEES},
        year={2022},
        month={3},
        keywords={insurance industry relationship quality customer experience customer loyalty},
        doi={10.4108/eai.27-7-2021.2316815}
    }
    
  • Andreas Imanuel Tobing
    Elevita Yuliati
    Year: 2022
    The Impact of Customer Experience Quality on Customer Loyalty in Motor Vehicle Insurance Industry: The Mediating Role of Relationship Quality
    ICE-BEES
    EAI
    DOI: 10.4108/eai.27-7-2021.2316815
Andreas Imanuel Tobing1,*, Elevita Yuliati1
  • 1: Universitas Indonesia
*Contact email: andre.imanuel@rocketmail.com

Abstract

Cultivating high-quality relationship with customers is important to nurture customer loyalty especially in the financial service and insurance industry which is characterized as a highly intangible and complex industry. However, there is only a dearth of research that examines the role of relationship quality and its relations with customer experience and loyalty in the insurance industry setting. The purpose of this study is to investigate the impact of Customer Experience Quality on Customer Loyalty and the mediating role of Relationship Quality in the motor vehicle insurance industry. Based on data collected from 225 motor vehicle insurance customers, analyzed using PLS-SEM, it is concluded that Customer Experience Quality does not directly impact Customer Loyalty, thus the mediating role of Relationship Quality is a paramount of importance in order for insurance companies to establish sustainable relationships and nurture loyalty. These findings highlight new insights on customers’ behaviour towards the motor vehicle insurance industry.