Document Type : Original Research Paper

Authors

• M. Akbari ¹
• M. R. Ramezanian ¹
• M. Qasemi Shams ²
• H.R. Rasooli ¹

¹ Department of Management, Faculty of Literature and Humanities, University of Gilan, Gilan, Iran

² Department of Business Management, School of Management and Accounting, Allameh Tabatabai University, Tehran, Iran

Abstract

Fraud is one of the most important threats that insurance companies face today. The purpose of this research is to investigate the effect of customer dissatisfaction on their fraud level by moderating the level of Machiavellianism of customers. The statistical population of the current research consisted of all the customers of an insurance company in Gilan province, whose total number was considered to be between 40 and 50 thousand customers, and using Cochran's formula, a sample size of 400 customers was determined, and the questionnaire was non-probably Access was distributed among them. This research is applied in terms of research directions, descriptive in terms of research goals, survey in terms of research strategies, and questionnaire in terms of data collection methods. In the end, the results of SPSS and Smart PLS software indicated that customer dissatisfaction with compensation increases the scope of fraud. Also, Machiavellianism moderates the relationship between customer dissatisfaction and insurance customer fraud.

Keywords

• Machiavellianism
• Customer cheating
• Customer dissatisfaction
• Insurance
• Moral hazard