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Lojalność klientów w ubezpieczeniach komunikacyjnych w świetle danych UFG

100%
Gala K.
Studia Ekonomiczne
|
2016
|
vol. 301
43-61
PL
Artykuł jest poświęcony zagadnieniu statystycznego modelowania lojalności klientów w ubezpieczeniach komunikacyjnych. Głównym celem pracy jest identyfikacja czynników, które wpływają na decyzję klienta o kontynuowaniu umowy ubezpieczenia w tym samym zakładzie ubezpieczeń lub o zmianie ubezpieczyciela. Analizą zostały objęte umowy obowiązkowego ubezpieczenia odpowiedzialności cywilnej posiadaczy pojazdów mechanicznych (OC p.p.m.), a źródłem informacji o umowach ubezpieczenia i klientach była ogólnopolska baza danych Ośrodka Informacji Ubezpieczeniowego Funduszu Gwarancyjnego. W pracy zostały przedstawione wybrane trendy dotyczące lojalności klientów widoczne w danych UFG, a także wnioski płynące z modelowania badanego zjawiska za pomocą regresji logistycznej. Zostało również omówione to, w jaki sposób informacja dotycząca lojalności klienta może zostać wykorzystana do modelowania liczby szkód z tytułu zawartej umowy ubezpieczenia OC p.p.m.
EN
This paper addresses the issue of statistical modeling of customer loyalty in motor third party liability (MTPL) insurance. The paper presents the results of the research study conducted on the basis of the data from the Polish Insurance Guarantee Fund. The main aim of the study was to identify key factors influencing the customer’s decision on switching to another MTPL insurer. Furthermore, paper discusses market trends visible in the data. Finally, the paper describes how customer loyalty may be beneficial to the insurer and in what way it affects the expected number of claims. The goals of the study were achieved with the use of generalized linear models (GLM) and analysis of correlation.
2
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Metody analizy przeżycia w ocenie ryzyka utraty klienta na rynku usług bankowych

100%
Skikiewicz P.
Studia Ekonomiczne
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2014
|
vol. 195
165-173
EN
The aim of this research article is to assess the usefulness of survival analysis methods with respect to the response of individual clients to increase in the fees charged by bank for account maintenance. The analysis was carried out with the use of survival tables, Kaplan-Meier method and Cox proportional hazards model. These methods allowed in particular to assess the proportion of bank customers that accept further increases in account fees and to estimate the risk of losing customers when crossing subsequent thresholds of charges. It was found that between groups of customers declaring different levels of loyalty the survival functions there is a statistically significant difference. The estimated Cox proportional hazards models allowed to quantify and compare the risk of losing clients with different levels of loyalty as a result of increase in fees charged by the bank.
3
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Satysfakcja i zaufanie jako mediatory pomiędzy oceną cech serwisów www a lojalnością

84%
Dąbrowski D.
Studia Ekonomiczne
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2014
|
vol. 195
21-32
EN
This paper presents an empirical research and its purpose is to find the mediation effects when satisfaction and trust are placed as mediators between the website attributes and loyalty. To analyze these effects the PLS-SEM method was used, which allowed to find four indirect effects, three simple and one serial.
4
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Praktyki zarządzania relacjami z kluczowymi klientami w działalności deweloperskiej nieruchomości handlowych

84%
Siemieniako D.
Studia Ekonomiczne
|
2016
|
vol. 262
68-79
PL
Celem artykułu jest eksploracja wykorzystania koncepcji zarządzania relacjami z kluczowymi klientami (KAM) oraz identyfikacja najważniejszych praktyk KAM stosowanych przez dwa badane przedsiębiorstwa deweloperskie realizujące projekty dużych centrów handlowych. Według schematu praktyk KAM zaproponowanych przez Daviesa i Ryalsa [2014] poddano eksploracji wykorzystywanie tych praktyk w dwóch studiach przypadku. Badani deweloperzy spełniali istotne warunki efektywnego prowadzenia KAM, stąd m.in. uzyskanie przez nich pozytywnych wyników w KAM, a zwłaszcza takich jak: poprawa relacji, większa satysfakcja klientów, zredukowanie kosztów obsługi, polecanie dewelopera przez kluczowych klientów innym najemcom.
EN
The goal of the paper is the exploration of implementation of Key Account Management (KAM) concept and identification of the most important practices of KAM used by two developers companies under research, which were executed the projects of big shopping centres. It was used the schema of KAM practices proposed by Davies i Ryals [2014] in exploration the KAM practices implemented in two case study research. The results showed, that both developers under research fulfilled the conditions of effective KAM. These caused receiving the positive results in KAM, such us: relationship improvement, greater customer satisfaction, reduced costs to serve, increased advocacy of key accounts.
5
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Customer-centricity Evolution as a Foundation of Bank's Competitive Strategy

84%
Klimontowicz M.
Journal of Economics and Management
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2014
|
vol. 16
45-59
EN
During the last few decades the Polish banking market has changed remarkably. Despite the global tendencies as internationalization, globalization and technological progress there are some new tendencies which have already been observed but they probably will strengthen in the nearest future. Among them the most important are: the increase in use and access to banking services, the increase of sector concentration, the profit margin decrease and new market players. All that factors influence the Polish banking market directly and should be taken into account in the process of gaining competitive advantage. The article presents how competitive landscape can influence bank's further market activity, factors which are crucial for maintaining customers satisfaction and loyalty and identifies what should be done to retain and expand bank's customer base in this challenging and increasingly sophisticated market(original abstract)
6
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What makes customers willing to recommend a retailer - the study on roots of positive Net Promoter Score index

84%
Korneta P.
Central European Review of Economics & Finance
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2014
|
issue Vol. 5, No 2
61-74
EN
Net Promoter Score index (NPS index) is examined from customers perspective. The statistical analysis of NPS index obtained for different retailers by customers survey is presented. The correlation coefficients between NPS index and a set of criteria are given and the key drivers of NPS index are determined. It is shown that the most important factor in the creation of positive NPS index is the trust, while perception of the low price is less influential. The direction in which retailers should move with their communication and in-store activities is suggested.(original abstract)
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