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Pregledni rad
https://doi.org/10.30924/mjcmi.25.1.12

Critical success factors in insurance companies

Jasmina Selimović   ORCID icon orcid.org/0000-0001-8485-8642 ; University of Sarajevo, School of Economics and Business, Sarajevo, Bosnia & Herzegovina
Danijela Martinović   ORCID icon orcid.org/0000-0002-6799-2265 ; University of Sarajevo, School of Economics and Business, Sarajevo, Bosnia & Herzegovina
Džana Hurko ; Uniqa insurance plc, Sarajevo, Bosnia & Herzegovina

Puni tekst: engleski, pdf (649 KB) str. 215-233 preuzimanja: 926* citiraj
APA 6th Edition
Selimović, J., Martinović, D. i Hurko, Dž. (2020). Critical success factors in insurance companies. Management, 25 (1), 215-233. https://doi.org/10.30924/mjcmi.25.1.12
MLA 8th Edition
Selimović, Jasmina, et al. "Critical success factors in insurance companies." Management, vol. 25, br. 1, 2020, str. 215-233. https://doi.org/10.30924/mjcmi.25.1.12. Citirano 24.09.2021.
Chicago 17th Edition
Selimović, Jasmina, Danijela Martinović i Džana Hurko. "Critical success factors in insurance companies." Management 25, br. 1 (2020): 215-233. https://doi.org/10.30924/mjcmi.25.1.12
Harvard
Selimović, J., Martinović, D., i Hurko, Dž. (2020). 'Critical success factors in insurance companies', Management, 25(1), str. 215-233. https://doi.org/10.30924/mjcmi.25.1.12
Vancouver
Selimović J, Martinović D, Hurko Dž. Critical success factors in insurance companies. Management [Internet]. 2020 [pristupljeno 24.09.2021.];25(1):215-233. https://doi.org/10.30924/mjcmi.25.1.12
IEEE
J. Selimović, D. Martinović i Dž. Hurko, "Critical success factors in insurance companies", Management, vol.25, br. 1, str. 215-233, 2020. [Online]. https://doi.org/10.30924/mjcmi.25.1.12

Sažetak
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 high-quality, 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) . 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.

Ključne riječi
critical success factors; insurance companies; 5P concept

Hrčak ID: 239160

URI
https://hrcak.srce.hr/239160

Posjeta: 1.353 *