The purpose of this study is to investigation the effects of customer relationship management on service quality of insurance industry in 2014. For this purpose the effect of five dimensions of CRM: information sharing, customer involvement, long-term partnership, joint problem- solving, and technology-based CRM on service quality are investigated. In order to collect data standard questionnaires are used and to investigate CRM the data is collected from 337 public and privet insurance agency and for service quality the data is collected from 384 client of these agencies. In order to investigate the assumptions multiple regression analyses are used. The results reveal that there is positive and significant relationship between CRM and service quality.
کلید واژگان :
customer relationship management, service quality, insurance industry
