Assessing the pattern between customer metrics and net promoter score : a portuguese insurance sector case study

Detalhes bibliográficos
Autor(a) principal: Santos, Diogo Alexandre da Silva
Data de Publicação: 2019
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/71864
Resumo: Dissertation presented as partial requirement for obtaining the Master’s degree in Information Management, with a specialization in Marketing Research and CRM
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spelling Assessing the pattern between customer metrics and net promoter score : a portuguese insurance sector case studyNet Promoter ScoreLoyaltyCustomer SatisfactionWord of MouthInsuranceStructural Equation ModelDissertation presented as partial requirement for obtaining the Master’s degree in Information Management, with a specialization in Marketing Research and CRMMarketing and business strategy have been globally target of several transformations and improvements during the last century, from a business perspective product-centric, where the demand was bigger than the offer, to a customer-centric perspective, where offer is bigger than the demand. The client is now the focus of the company, the element generating revenues and spreading the word or repurchasing when satisfied, consequently enhancing companies business sustainability and growth. This research intends to contribute to understand the relation between several customer metrics and net promoter score in the insurance sector in Portugal. To achieve this objective, it will estimated a Structural Equation Model using a data set with information collected by Nova Information Management School in scope of the project ECSI covering the latent variables (1) Image (2) Expectations (3) Perceived Quality (4) Perceived Value (5) Trust (6) Satisfaction (7) Loyalty and as target latent variable Net Promoter Score based on the willingness to recommend the organization. It is expected to find results suggesting a positive association between the customer metrics and NPS and therefore by the end of the study we hope to be able to contribute for a growth on customer satisfaction model’s evaluation as well as for implementing policies or strategies to increase the insurance sector overall performance.Vilares, Manuel JoséRUNSantos, Diogo Alexandre da Silva2019-06-06T16:25:50Z2019-05-202019-05-20T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/71864TID:202252469enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T04:33:44Zoai:run.unl.pt:10362/71864Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:35:14.231481Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Assessing the pattern between customer metrics and net promoter score : a portuguese insurance sector case study
title Assessing the pattern between customer metrics and net promoter score : a portuguese insurance sector case study
spellingShingle Assessing the pattern between customer metrics and net promoter score : a portuguese insurance sector case study
Santos, Diogo Alexandre da Silva
Net Promoter Score
Loyalty
Customer Satisfaction
Word of Mouth
Insurance
Structural Equation Model
title_short Assessing the pattern between customer metrics and net promoter score : a portuguese insurance sector case study
title_full Assessing the pattern between customer metrics and net promoter score : a portuguese insurance sector case study
title_fullStr Assessing the pattern between customer metrics and net promoter score : a portuguese insurance sector case study
title_full_unstemmed Assessing the pattern between customer metrics and net promoter score : a portuguese insurance sector case study
title_sort Assessing the pattern between customer metrics and net promoter score : a portuguese insurance sector case study
author Santos, Diogo Alexandre da Silva
author_facet Santos, Diogo Alexandre da Silva
author_role author
dc.contributor.none.fl_str_mv Vilares, Manuel José
RUN
dc.contributor.author.fl_str_mv Santos, Diogo Alexandre da Silva
dc.subject.por.fl_str_mv Net Promoter Score
Loyalty
Customer Satisfaction
Word of Mouth
Insurance
Structural Equation Model
topic Net Promoter Score
Loyalty
Customer Satisfaction
Word of Mouth
Insurance
Structural Equation Model
description Dissertation presented as partial requirement for obtaining the Master’s degree in Information Management, with a specialization in Marketing Research and CRM
publishDate 2019
dc.date.none.fl_str_mv 2019-06-06T16:25:50Z
2019-05-20
2019-05-20T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/71864
TID:202252469
url http://hdl.handle.net/10362/71864
identifier_str_mv TID:202252469
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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