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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Autor principal:	Turan ŞENER
Formato:	article
Lenguaje:	DE EN FR TR
Publicado:	Fırat University 2019
Materias:	service quality customer satisfaction service marketing insurance industry Social Sciences H Social sciences (General) H1-99
Acceso en línea:	https://doaj.org/article/07e469f236b04db09c93d894f2b1df25
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spelling	oai:doaj.org-article:07e469f236b04db09c93d894f2b1df252021-11-24T09:20:49ZMEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE2148-416310.9761/JASSS3657https://doaj.org/article/07e469f236b04db09c93d894f2b1df252019-08-01T00:00:00Zhttps://jasstudies.com/index.jsp?mod=tammetin&makaleadi=872753542_32-%C3%96%C4%9Fr.%20G%C3%B6r.%20Turan%20%C5%9EENER.pdf&key=28057https://doaj.org/toc/2148-4163It 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.Turan ŞENERFırat Universityarticleservice qualitycustomer satisfactionservice marketinginsurance industrySocial SciencesHSocial sciences (General)H1-99DEENFRTRJournal of Academic Social Science Studies , Vol 9, Iss 50, Pp 497-510 (2019)
institution	DOAJ
collection	DOAJ
language	DE EN FR TR
topic	service quality customer satisfaction service marketing insurance industry Social Sciences H Social sciences (General) H1-99
spellingShingle	service quality customer satisfaction service marketing insurance industry Social Sciences H Social sciences (General) H1-99 Turan ŞENER MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE
description	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.
format	article
author	Turan ŞENER
author_facet	Turan ŞENER
author_sort	Turan ŞENER
title	MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE
title_short	MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE
title_full	MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE
title_fullStr	MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE
title_full_unstemmed	MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE
title_sort	measurement of service quality in insurance business and examination of correlation between perceived and expected service quality: antalya city instance
publisher	Fırat University
publishDate	2019
url	https://doaj.org/article/07e469f236b04db09c93d894f2b1df25
work_keys_str_mv	AT turansener measurementofservicequalityininsurancebusinessandexaminationofcorrelationbetweenperceivedandexpectedservicequalityantalyacityinstance
_version_	1718415461245255680

MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE

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