Nurturing Policyholder Satisfaction through Customer-Centric Strategies

Authors

DOI:

https://doi.org/10.58665/njiss.101

Keywords:

Agency role, insurance industry, policyholder satisfaction, Service quality, trustworthiness

Abstract

Purpose: This research examines policyholders’ satisfaction in life insurance companies, focusing on the influence of customer-centric strategies, particularly agency role, service quality, and organizational trustworthiness.

Design/methodology/approach: The study employs descriptive and causal-comparative research approaches, with data collected from a sample of 390 life insurance policyholders residing in Kathmandu Valley.

Findings: The findings revealed a significant relationship between agency role, organizational trustworthiness, service quality, and overall post-purchase experience, with organizational trustworthiness having the most significant impact.

Conclusion: Preserving consumer trust and developing a favorable corporate image are essential for insurers, as trust and agent performance directly affect policyholders’ satisfaction.

Implication: Focusing on trust-building activities, enhancing service quality, and understanding demographic differences can help insurers improve satisfaction, loyalty, and develop personalized marketing and service strategies.

Originality/value: The study highlights context-specific insights into how customer-centric strategies affect life insurance satisfaction in an emerging market and recommends further research into specific aspects of agency role, trust, and service quality to achieve targeted improvements.

JEL Classification: G22, M31, D12, L84

Author Biographies

Dipendra Karki, Nepal Commerce Campus, Tribhuvan University, Nepal

Dr. Dipendra Karki is an Assistant Professor in the Faculty of Management at Tribhuvan University (TU), Nepal. He earned an M.Phil. and a PhD in Finance from Kathmandu University School of Management (KUSOM). His teaching interests include Behavioral Finance, Global Finance, Financial Economics, and Securities Valuation.  Dr. Karki is a published author who has written several articles and books.

Rewan Kumar Dahal, Nepal Commerce Campus, Tribhuvan University, Nepal

Dr. Rewan Kumar Dahal is an Assistant Professor in the Faculty of Management, Nepal. He holds a PhD and is actively engaged in teaching, research, and academic supervision. His research interests encompass management studies, accounts, and applied economic analysis. Dr. Dahal has contributed to academic research through publications and conference presentations, with an emphasis on evidence-based management and policyrelevant studies.

Indira Shrestha, Nepal Commerce Campus, Tribhuvan University, Nepal

Dr. Indira Shrestha is an Assistant Professor in the Faculty of Management, Nepal. She holds a PhD and is involved in teaching and academic research in management and related disciplines. Her scholarly interests include organizational studies, human resource management, and applied social research. Dr. Shrestha has published in academic outlets and actively participates in research and academic development activities.

Binod Ghimire, Nepal Commerce Campus, Tribhuvan University, Nepal

Dr. Binod Ghimire is an Assistant Professor in the Faculty of Management at Tribhuvan University, Nepal, with over 20 years of teaching experience at undergraduate and graduate levels. His research spans organizational performance, financial literacy, behavioral issues in youth employability, entrepreneurship, and flexible and virtual work dynamics. He has also worked extensively as a freelance writer and researcher since 2017.

Surendra Prasad Joshi, Thames International College, Kathmandu, Nepal

Mr. Surendra Prasad Joshi serves as a faculty member at Thames International College, Kathmandu, Nepal. His academic research focuses on social theory, human capital, and the social and behavioral dimensions of management. He aims to explore and experiment with management techniques related to workforce behavior and organizational dynamics.

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Published

2025-12-30

How to Cite

Karki, D., Dahal, R. K., Shrestha, I., Ghimire, B., & Joshi, S. P. (2025). Nurturing Policyholder Satisfaction through Customer-Centric Strategies. Nepalese Journal of Insurance and Social Security, 8(2), 75–84. https://doi.org/10.58665/njiss.101

Issue

Vol. 8 No. 2 (2025)

Section

Articles