Customer Analysis as a Driver of Financial Performance in the Polish Insurance Industry

• Autorzy: Piotr Zaborek , Przemysław Tomczyk , Tymoteusz Doligalski
• Języki publikacji: EN

Abstrakty

EN

The paper outlines the outcomes of an empirical investigation of the links between involvement of insurance firms in customer analysis and their financial performance. The data were collected through a CAWI survey of independent insurance agents in Poland (n=590). Statistical methods included exploratory factor analysis and structural equation modeling. In keeping with the customer lifetime value model and loyalty management theory the concept of customer analysis was operationalized as a second-order reflective construct, expressed through five first order subconstructs. Financial performance was measured with an index of five self-reported metrics. The findings lend support to the hypothesis of a positive association between engaging in customer analysis and financial performance. (original abstract)

Słowa kluczowe

EN

Lifetime Value (LTV); Insurance market; Financial performance

PL

Wartość życiowa klienta; Rynek ubezpieczeniowy; Wynik finansowy

• Czasopismo: Przedsiębiorczość i Zarządzanie
• Rocznik: 2016
• Numer: t. 17, z. 10, cz. 2 Zarządzanie w dobie ograniczonego zaufania
• Strony: 101--115

Twórcy

autor

Piotr Zaborek

• Warsaw School of Economics, Poland

autor

Przemysław Tomczyk

• Kozminski University

autor

Tymoteusz Doligalski

• Warsaw School of Economics, Poland

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