Applying principal component analysis to stock portfolio management in Ho Chi Minh stock exchange
Abstract
One of the key driven factors in service industry is the customer satisfactiongeneral
insurance service is not an expectance. In Vietnam market, insurance for
organization is growth quickly but there is no research about organization customer
perceived value and satisfaction in general insurance service. This research is conducted
to figure out factors affecting to organization customer satisfaction for general insurance
service. A quantitative method was applied with structured questionnaire directly
delivered to 547 respondents who had already bought insurance services for their
organization. Exploratory Factor Analysis, Multiple Regression, and Path Analysis are
statistical techniques to test the hypothesis.
The empirical results of this study shown that Reputation and Interpersonal skills
had the strongest effect; other factors such as Premium, Reliability and Risk coverage
also had positive effects on satisfaction. Conversely, Technology and Technical skills had
no positive effect on satisfaction.
Furthermore, the finding and recommendations of this research is the strategy to
support insurance leader make their customer more satisfied. In short, the outcome of this
study is also a reference for further researchers in related fields or sectors.
Keywords : Insurance service, organization customer satisfaction, perceived value