The relationship between organizational ethical culture, loyalty and customer service quality with mediating role of job satisfaction in Iranian insurance industry environment

Insurance organizations have experienced many changes in competition within the past few years. With the passing of the Gramm-Leach-Bliley Act (GLBA) in 1999, the number of institutions providing insurance has increased and competitors are much larger and stronger (Hogan, 2 001). The Internet has also brought about new competition and concerns. In today's competitive and ever-changing environment, it is essential for organizations to maximize efficiency and provide excellent customer service. This is especially true for insurance organizations with the many challenges they are facing. The insurance industry is experiencing new and changed competition, evolving technology, increased concern and skepticism when selling a non-tangible product, and major regulatory changes.