A REVIEW OF THE STUDY RELATED TO SERVICES QUALITY, KNOWLEDGE MANAGEMENT AND CUSTOMER LOYALTY IN THE INSURANCE INDUSTRY

Abstract

In today's competitive world, customers are the main focus of companies and their loyalty is the main factor in gaining competitive advantage of organizations. Nowadays, the intensification of competition in the manufacturing and services area can be seen in worldwide. Increasing competition in services, in industries such as hospitality, banking, insurance is quite evident and this factor is getting more difficult for customers keep and increase their loyalty in this space day by day. So provide services quality is a major challenge of active companies in this field. In Addition, in the new business environment characterized by volatility and increasing complexity, ability of a company to establish and keep competitive advantage is in its knowledge. Nowadays, communities are increasingly moving towards to be knowledge-based. Therefore, it can be said that the implementation and management of knowledge to enhance organizational performance and dynamic decision-making is essential. This research was written by purpose of
understanding and focusing on services quality management and knowledge management and interaction of these two items with the customer loyalty of various insurance products