Relationship with the culture of the service personnel and customer loyalty (An Empirical Study in the Jordanian insurance sector)

M. D. Moses Netham Sowaidan, A.

	Relationship with the culture of the service personnel and customer loyalty (An Empirical Study in the Jordanian insurance sector)
Journal of Administration and Economics
Article 1, Volume 0, Issue 95, 2018, Pages 225-240
Author
A. M. D. Moses Netham Sowaidan
Abstract
The service sector has been growing rapidly and vigorously, which implies that service orientation has become a major trend nowadays. Many organizations have started to become more service-oriented and adopt various service solutions in order to remain competitive. One of these solutions is adopting service culture as a competitive mean to stay in business through instilling organizational strategies and policies to retain employees and customers as well. This study aimed at measuring how employees in insurance sector perceive the relation of service culture dimensions (credibility, respect, fairness, pride, teamwork, shared information, friendship, and customer care) to their loyalty and customer's loyalty as well. The study sample consisted of (350) constructs selected randomly from the total population of (2366) .A (225) of the distributed were eligible to statistical analysis which represent (15%) of study universe. The study revealed the following results: Service culture dimensions have a positive relationship in building employees loyalty, whereas (Pride, shared information, teamwork, customer care) have positive relationship in building customers loyalty whereas credibility, respect, fairness, friendship have weak relationships in customers loyalty. Demographic variables (education level, administrative position, and years of experience) have an impact on customers loyalty, whereas sex have not.. Key words : service culture, loyalty, service marketing
Keywords
Axis of administrative

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