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چکیده
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In today’s competitive word, it’s difficult to achieve an appropriate position in the market and offering high quality services- particularly in service sector (including companies in insurance industry)- will arise a durable competitive advantage which helps to maintain a sustainable market position. Methodology of this study is applicable in terms of the purpose, and descriptive in terms of data collection method. In this paper, the system of recompense payment from customer’s viewpoint and the satisfaction of the damaged costumers of Iran insurance company performance has been analyzed and a simple sampling method was used to obtain 384 questionnaires. For this purpose, the performance of recompense payment department has been evaluated based on six dimensions of facilities, service location, none-discriminative recompense payment, payment acceleration, staff behavior and process standardization. Statistical population is the damaged third parties insured by Iran Company’s car insurance in Bushehr city whom are receiving recompense from this company. The data has been analyzed by SPSS. Results show that the insured ones are satisfied by all performance factors except the recompense acceleration. there is a significant difference between their expectations and their perceptions in terms of the recompense acceleration. The results indicate that staff behavior has the most impact on costumers’ satisfaction.
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