چكيده لاتين :
In todayʹs competitive world, obtaining a suitable market status is so difficult, also in order to gain a stable situation in market, to provide the customers with high quality services, especially for service companies (like existed companies in insurance industry), is considered as a stable competitive advantage.
The current study investigates the customer oriented loss payment system of Mellat Insurance Company and for this reason, the loss payment system based on five factors including; speed of loss payment, availability of payment system, simplicity of payment, loss paid and stuff manner is analyzed. The statistical society was the auto insurance customer of Mellat Insurance Company in Tehran who incurred losses and recieved indemnity. The results revealed that costumers are satisfied of all five factors; also the amount of loss paid by company is the most effective factor of costumerʹs satisfaction.
