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© 2020. This work is published under https://creativecommons.org/licenses/by-nd/4.0 (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.

Abstract

The topic of this research are critical success factors (CSFs) with a focus on factors that constitute the basis for the success of insurance companies. There are no critical success factors common to all enterprises, all areas and all activities. In insurance companies, key performance indicators primarily depend on the service quality and the level of customer satisfaction. In contemporary business conditions, the relevance of the service has been increasingly important. Therefore, the concept named 5P is suggested, standing for purpose, pride, partnership, protection and personalization, as these five factors define the requirements that must be met, if the insurer s service is to be perceived to be of highquality, achieve client satisfaction and build client loyalty. The paper presents a research into the perception of insurance service and factors of insurance quality in the Federation of Bosnia and Herzegovina (FBiH)1. Research results correspond to the 5P concept and reveal the security factor as the most important factor for the insured. A fast and efficient payment of claims, the attitude of the salespeople toward the insured, described in terms of respectful and knowledgeable staff, as well as the clarity of promotion and the availability of insurance service also ranked high.

Alternate abstract:

Sažetak. Tema ovog rada su kritični čimbenici uspjeha, s fokusom na društva za osiguranje. Ne postoje kritični čimbenici uspjeha zajednički za sva poduzeća, područja i aktivnosti. U društvima za osiguranje, oni prvenstveno ovise o kvalitetu usluge te razini zadovoljstva korisnika. U suvremenim uvjetima poslovanja, poseban se značaj pridaje usluzi. Stoga se predlaže korištenje koncepta 5P, čije su sastavnice svrha poslovanja (purpose, engl.), ponos, partnerstvo, sigurnost/zaštita (protection, engl.) te personalizacija, kao čimbenici, koji odred strok signuju zahtjeve, potrebne za percepciju usluge društva za osiguranje kao visoko kvalitetnog, ali i za postizanje zadovoljstva te izgradnju lojalnosti klijenata. U radu se predstavljaju rezultati istraživanja percepcije osiguravateljne usluge te čimbenici postizanja kvalitete osiguranja u entitetu Federacije Bosne i Hercegovine (FBiH). Rezultati istraživanja odgovaraju konceptu 5P te otkrivaju čimbenik sigurnosti kao najznačajniji za osiguranike. Brza i učinkovita isplata šteta, stav prodajnog osoblja prema osiguranicima, koji se može opisati u terminima poštovanja i poznavanja poslovne problematike, kao i jasnoća promocije te dostupnost osiguravateljne usluge, takod strok signer su se plasirali na visoke pozicije u istraživanju.

Details

Title
CRITICAL SUCCESS FACTORS IN INSURANCE COMPANIES
Author
Selimović, Jasmina 1 ; Martinović, Danijela 1 ; Hurko, Džana 2 

 PhD, University of Sarajevo, School of Economics and Business, Bosnia and Herzegovina 
 MSc, Uniqa osiguranje d.d. Sarajevo, Bosnia and Herzegovina 
Pages
215-233
Publication year
2020
Publication date
Jun 2020
Publisher
Sveuciliste u Splitu
ISSN
13310194
e-ISSN
18463363
Source type
Scholarly Journal
Language of publication
English
ProQuest document ID
2425868193
Copyright
© 2020. This work is published under https://creativecommons.org/licenses/by-nd/4.0 (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.