The survey did not include representatives of companies with commercial insurance contracts, but only individuals. The survey was conducted online using Google form and covered a total of 140 commercial insurance users. The survey has collected valid sample data from 140 participants and the response get rate was 100%.
The quantitative analysis of the questionnaires was performed through descriptive statistics, Pearson correlation, and regression analysis to indicate the directions and relationships among the variables. This study found that customer satisfaction in the commercial insurance industry has significantly influenced by the claim system, the company's web design, and the quality of service. It also shows that the higher the level of customer satisfaction, the greater the number of loyal customers and the long- er the potential for long-term retention, and that these two variables are closely related.
In summary, companies competing in the commercial insurance industry can avoid future risks by focusing on customer satisfaction, maintaining loyal customers for a long time, preparing future customers, and providing regular information to their cus- tomers.
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