SERVICE QUALITY IN INSURANCE COMPANIES

Insurance services are a special category of services, characterized by a high standardization and at the request of customers to protect themselves from a number of financial losses that they may suffer as a result of risks. For this reason, it is very important that insurers provide quality servic...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autor principal:	Corneliu Bențe
Formato:	article
Lenguaje:	DE EN FR IT
Publicado:	University of Oradea 2021
Materias:	customer, satisfaction, insurance, gap, perception, expectation Business HF5001-6182 Finance HG1-9999
Acceso en línea:	https://doaj.org/article/bed3f9e9f124499ca33edde1d231ecc3
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:bed3f9e9f124499ca33edde1d231ecc3
record_format	dspace
spelling	oai:doaj.org-article:bed3f9e9f124499ca33edde1d231ecc32021-11-09T19:45:20ZSERVICE QUALITY IN INSURANCE COMPANIES1222-569X1582-5450https://doaj.org/article/bed3f9e9f124499ca33edde1d231ecc32021-07-01T00:00:00Zhttp://anale.steconomiceuoradea.ro/volume/2021/n1/018.pdfhttps://doaj.org/toc/1222-569Xhttps://doaj.org/toc/1582-5450Insurance services are a special category of services, characterized by a high standardization and at the request of customers to protect themselves from a number of financial losses that they may suffer as a result of risks. For this reason, it is very important that insurers provide quality services to customers. Customer satisfaction is paramount for attracting new customers and retaining existing ones, thus achieving a loyal customer base. They will recommend the insurance company and other potential customers if they are satisfied, thus increasing the market share of the insurance company. The quality of insurance services and the relationship between the insurance company and the client have been the subject of many studies over time, most often being followed by the impact that the quality of services has on their behavior. Starting from the identified problem, I set out in this paper to look at how consumers' perceptions of the quality of insurance services influence their perceptions of their relationship with the insurance company and implicitly their behaviour towards it. Starting from these approaches, we aimed in this paper to see what is the meaning given by the consumers of the insurance services of the company Allianz Țiriac to the concept of quality of insurance services. Our study consisted of an extensive process, carried out in several stages of work, namely: elaboration of the questionnaire addressed to the insurance company's clients, establishing the sample, collecting data based on questionnaires, centralizing and processing the data and interpreting the results. The case study took place over a month, on a sample of 300 people, most of the respondents are between 26 and 45 years old, who work in the private sector and came monthly between 1800-290 lei. The GAP analysis highlights some aspects of the services offered by Allianz Țiriac. A negative GAP highlights the unfavorable aspects of the services provided by the insurance company and raises an alarm about the situation of the company.Corneliu BențeUniversity of Oradeaarticlecustomer, satisfaction, insurance, gap, perception, expectationBusinessHF5001-6182FinanceHG1-9999DEENFRITAnnals of the University of Oradea: Economic Science, Vol 30, Iss 1, Pp 171-176 (2021)
institution	DOAJ
collection	DOAJ
language	DE EN FR IT
topic	customer, satisfaction, insurance, gap, perception, expectation Business HF5001-6182 Finance HG1-9999
spellingShingle	customer, satisfaction, insurance, gap, perception, expectation Business HF5001-6182 Finance HG1-9999 Corneliu Bențe SERVICE QUALITY IN INSURANCE COMPANIES
description	Insurance services are a special category of services, characterized by a high standardization and at the request of customers to protect themselves from a number of financial losses that they may suffer as a result of risks. For this reason, it is very important that insurers provide quality services to customers. Customer satisfaction is paramount for attracting new customers and retaining existing ones, thus achieving a loyal customer base. They will recommend the insurance company and other potential customers if they are satisfied, thus increasing the market share of the insurance company. The quality of insurance services and the relationship between the insurance company and the client have been the subject of many studies over time, most often being followed by the impact that the quality of services has on their behavior. Starting from the identified problem, I set out in this paper to look at how consumers' perceptions of the quality of insurance services influence their perceptions of their relationship with the insurance company and implicitly their behaviour towards it. Starting from these approaches, we aimed in this paper to see what is the meaning given by the consumers of the insurance services of the company Allianz Țiriac to the concept of quality of insurance services. Our study consisted of an extensive process, carried out in several stages of work, namely: elaboration of the questionnaire addressed to the insurance company's clients, establishing the sample, collecting data based on questionnaires, centralizing and processing the data and interpreting the results. The case study took place over a month, on a sample of 300 people, most of the respondents are between 26 and 45 years old, who work in the private sector and came monthly between 1800-290 lei. The GAP analysis highlights some aspects of the services offered by Allianz Țiriac. A negative GAP highlights the unfavorable aspects of the services provided by the insurance company and raises an alarm about the situation of the company.
format	article
author	Corneliu Bențe
author_facet	Corneliu Bențe
author_sort	Corneliu Bențe
title	SERVICE QUALITY IN INSURANCE COMPANIES
title_short	SERVICE QUALITY IN INSURANCE COMPANIES
title_full	SERVICE QUALITY IN INSURANCE COMPANIES
title_fullStr	SERVICE QUALITY IN INSURANCE COMPANIES
title_full_unstemmed	SERVICE QUALITY IN INSURANCE COMPANIES
title_sort	service quality in insurance companies
publisher	University of Oradea
publishDate	2021
url	https://doaj.org/article/bed3f9e9f124499ca33edde1d231ecc3
work_keys_str_mv	AT corneliubente servicequalityininsurancecompanies
_version_	1718440879775023104

SERVICE QUALITY IN INSURANCE COMPANIES

Ejemplares similares