وظائف التأمين ودورها في إدارة علاقة الزبون: دراسة حالة مجموعة من شركات التأمين-ولاية عنابة

الملخص EN

This paper aimed to measure the effect of the level of insurance functions on costumer relationship management (CRM) in a sample survey of 513 individual in insurance companies (CAAR, CAAT, SAA, Alliance, SIAR, TRUST, others) in Annaba province.

the field study concluded that there is awareness of the importance of CRM in the researched companies, given the nature of their service activities.

the study resulted a significant correlation and impact of the application of insurance functions (pricing, underwriting, production and claims settlement) on the level of CRM from the perspective of the costumers at a level of 5% of significance.