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

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Authors
Zaborek, Piotr
Tomczyk, Przemysław
Doligalski, Tymoteusz
Date
2016
Journal Title
Journal ISSN
Volume Title
Publisher
Wydawnictwo SAN
License
Creative Commons License
Creative Commons Attribution 3.0 Poland License
Abstract
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.
Description
Keywords
Poland    insurance industry    financial performance    customer lifetime value    customer research    customer analysis
Citation
Zaborek P., Tomczyk P., Doligalski T. (2016). Customer Analysis as a Driver of Financial Performance in the Polish Insurance Industry. SAN, XVII (10;II), 101–115.
URI
https://open.icm.edu.pl/handle/123456789/11601
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Artykuły / Articles