Determinants of service quality and satisfaction in the auto casualty claims process
1998; Emerald Publishing Limited; Volume: 12; Issue: 6 Linguagem: Inglês
10.1108/08876049810242687
ISSN2054-1651
AutoresMarla Royne Stafford, Thomas F. Stafford, Brenda P. Wells,
Tópico(s)Consumer Retail Behavior Studies
ResumoThe insurance industry has placed increased emphasis on service quality and customer satisfaction as companies seek to compete with generally undifferentiated products. This attention to customer service dictates that insurers understand exactly what elements individuals use to assess their providers’ performance. This study examines the most significant dimensions of service quality and customer satisfaction across four large companies in the auto casualty industry, using the familiar SERVQUAL instrument. Results indicate that reliability is consistently the most important determinant of both perceived service quality and feelings of satisfaction among customers engaged in auto insurance claims. Implications for auto insurance providers are discussed.
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