COMPARING QUALITY OF PROVIDED SERVICES FOR CUSTOMERS IN CAR INSURANCE CLAIM PAYMENT UNITS (CASE STUDY: TWO GOVERNMENTAL INSURANCE COMPANIES)

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HAJIHA ALI; MOHAMMADI DAYANI MARYAM

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Journal: IRANIAN JOURNAL OF INSURANCE RESEARCH (SANAAT-E-BIMEH) Year:2011 | Volume:25 | Issue:4 (100) Page(s): 153-176

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Title

COMPARING QUALITY OF PROVIDED SERVICES FOR CUSTOMERS IN CAR INSURANCE CLAIM PAYMENT UNITS (CASE STUDY: TWO GOVERNMENTAL INSURANCE COMPANIES)

Author(s)

HAJIHA ALI | MOHAMMADI DAYANI MARYAM | Issue Writer Certificate

Keywords

TANGIBLESQ2

RELIABILITYQ2

RESPONSIVENESSQ3

ASSURANCE AND EMPATHYQ3

QUALITY OF INSURANCE SERVICESQ3

Abstract

This paper reviews the differences between customer expectation and perception of service quality in car insurance claim payment units (collision and third party liability) in B and A insurance companies and compares the performance of each company using SERVQUAL model. The results indicate that there are significant differences between expectations and perceptions of clients in two companies. Results from the first hypothesis show that there are significant differences between customers of both companies in two aspects, i.e. RELIABILITY and RESPONSIVENESS and the average customer waiting, in company B is more than company A. The result of second hypothesis indicate that there is no difference between customer perceptions in two companies in all five dimensions. The results of third hypothesis show that the gap between services in the B insurance company is more than A. In the other hand; A insurance company meets customer expectations more successfully.

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APA: Copy

HAJIHA, ALI, & MOHAMMADI DAYANI, MARYAM. (2011). COMPARING QUALITY OF PROVIDED SERVICES FOR CUSTOMERS IN CAR INSURANCE CLAIM PAYMENT UNITS (CASE STUDY: TWO GOVERNMENTAL INSURANCE COMPANIES). IRANIAN JOURNAL OF INSURANCE RESEARCH (SANAAT-E-BIMEH), 25(4 (100)), 153-176. SID. https://sid.ir/paper/100969/en

Vancouver: Copy

HAJIHA ALI, MOHAMMADI DAYANI MARYAM. COMPARING QUALITY OF PROVIDED SERVICES FOR CUSTOMERS IN CAR INSURANCE CLAIM PAYMENT UNITS (CASE STUDY: TWO GOVERNMENTAL INSURANCE COMPANIES). IRANIAN JOURNAL OF INSURANCE RESEARCH (SANAAT-E-BIMEH)[Internet]. 2011;25(4 (100)):153-176. Available from: https://sid.ir/paper/100969/en

IEEE: Copy

ALI HAJIHA, and MARYAM MOHAMMADI DAYANI, “COMPARING QUALITY OF PROVIDED SERVICES FOR CUSTOMERS IN CAR INSURANCE CLAIM PAYMENT UNITS (CASE STUDY: TWO GOVERNMENTAL INSURANCE COMPANIES),” IRANIAN JOURNAL OF INSURANCE RESEARCH (SANAAT-E-BIMEH), vol. 25, no. 4 (100), pp. 153–176, 2011, [Online]. Available: https://sid.ir/paper/100969/en

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