EVALUATION OF ASYMMETRIC INFORMATION, ORGANIZATION TRUST, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN TERMS OF DEMOGRAPHICAL FACTORS: INSTANCE OF INSURANCE SECTOR

Abstract

Asymmetric information shows up when the knowledge is not equally reached to everyone in market. Markets taper off and sometimes there is seen some trouble in the process because of the asymmetric information. When this problem rises the one who is in an economic interaction and who has more knowledge than the other will have an unfair superiority and because of that the economic services will lose its efficiency. If there is asymmetric information in markets, insurance companies attitudes and behaviours towards its customers will affect customers trust, satisfaction and loyalty feelings negatively. At the end of these attitudes and behaviours there will rise adverse selection problem and moral hazard problem. The important point here is how will be the problems solved and how will be the customer affected from it. The main aim of this survey is, to find out how the level of organization trust, customer satisfaction and loyalty of the customers who have made insurance in an asymmetric atmosphere are against insurance companies. In this study analysis is made with 417 samples. The permission is taken from 8 big insurance companies which are located in Istanbul and the study is implemented to their customers who made insurances. As a sampling method, from improbable sampling method purposeful sampling method is implemented. From the point of gender, educational background, profession, marital status, age, income features in some dimensions of asymmetric information, organization trust, customer satisfaction and customer loyalty is confirmed significant differences in some groups.