MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE
It is thought that, the most important way for service industry companies to maintain their existence is to provide a high quality service. The difference between the clients' perceived and expected service quality perception will reveal whether businesses provide a good quality service or not....
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| Formato: | article |
| Lenguaje: | DE EN FR TR |
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Fırat University
2019
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| Acceso en línea: | https://doaj.org/article/07e469f236b04db09c93d894f2b1df25 |
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| Sumario: | It is thought that, the most important way for service industry companies to maintain their existence is to provide a high quality service. The difference between the clients' perceived and expected service quality perception will reveal whether businesses provide a good quality service or not. The study, conducted in order to measure the service quality of companies in service industry, was held on clients of casco, which hosts a high competence by insurance agents run in the city Antalya. The questionnaire, developed by adapting a widely used service quality measurement SERVQUAL scale into insurance industry, was applied on clients of insurance agents in a face to face questionnaire method and at total, 367 practicable survey forms were obtained. The obtained data was evaluated through the statistical techniques. According to the findings of this study, a discrepancy between the perceived and expected service quality in insurance industry has been revealed and a discrepancy among the casco clients' service quality perspective in accordance with their level of income, has been detected. |
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