Abstract

The aim of this article is to shed light on the relationship between customer satisfaction and policyholder loyalty in Algerian property & casualty insurance companies, based on a questionnaire survey conducted among a sample of 120 customers. Following a detailed analysis of all the results, based on the application of the MCA method to all the data collected via questionnaire, using R software (RStudio), similarities between policyholders and correlations between the most relevant variables (responses) were identified. The results of the MCA enabled us to conclude that policyholders will only remain loyal to their company if they are satisfied with the overall service, the quality of the welcome, availability and qualifications of the staff in contact with them, and if they feel that their valid claim has been effectively dealt with and that reimbursement times are reasonable.