Influencia de la satisfacción del servicio recibido por parte de las aseguradoras en los intermediarios de seguros generales en Colombia sobre el volumen de producción en primas
Thesis
Insurance intermediaries play a fundamental role in the insurance market because they influence the behavior of end customers, insured customers, increasing the volume of sales of insurance premiums. This is why the purpose of the research was to identify the influence of satisfaction with the service received by the insurers in the intermediaries of the Colombian insurance sector on the volume of production in premiums. A descriptive and correlational method was used with an associative and influential design with a single group. The population was made up of intermediaries in the insurance sector; through a multistage sampling, first, the Aseguradora Solidaria company was selected as the representative unit of analysis of the sector; secondly, a random sample was selected from the intermediary population of the company. We used the Intermediary Satisfaction Survey was applied to the sample. The results showed good psychometric properties in the indicators of reliability and validity of the survey, being evidences of its multidimensionality. Descriptive statistics of satisfaction by processes, directors, areas, agencies and attention line were obtained, as well as descriptive and comparative data, by analysis of variance, of the volume of premiums according to the characteristics of the intermediaries. Finally, by a linear regression, the influence of the level of satisfaction on the volume of premium production of the intermediaries was analyzed. The results showed that the relevant items were the type of intermediary, kind and personalized attention at the time of subscription in cars and general, flexible underwriting policies in patrimonial, workshop and spare parts management and timely payment in the process of claims in auto, agility in the payment of commissions and kindness and courtesy in administrative directors, decision making ability, frequency of visit/contact and understanding of their needs in commercial directors , waiting time to be attended in the technical directors, agility and opportunity to meet requirements in the technical area and single, free union or widower civil status. It is concludes the need to provide a satisfactory experience to the intermediaries, both in their relationships and moments of truth, according to their personal needs.
