Customer Service Staff and Its Impact on Satisfaction, Commitment and Maintain Insurance Customers in Mazandaran, Iran

Abstract

The capital's main customer service companies, where survival is dependent on proper treatment of these companies and attract customers and their loyalty. Research population in the province are all customers of various branches of insurance and is estimated sample size of 384. The research instrument was a questionnaire that was distributed randomly among clients. Information provided by software spss and Lisrel analyzed results of customer-oriented staff on customer satisfaction and customer-oriented staff on the repurchase and customer-orientation in employees' emotional commitment and emotional commitment to repurchase confirmed and the impact of customer satisfaction on repurchase rejected