MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE SİGORTACILIK SEKTÖRÜNDE HİZMET KALİTESİNİN ÖLÇÜLMESİ VE ALGILANAN HİZMET KALİTESİ İLE BEKLENEN HİZMET KALİTESİ ARASINDAKİ İLİŞKİNİN İNCELENMESİ: ANTALYA İLİ ÖRNEĞİ
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.
Keywords
Service Quality, Customer Satisfaction, Service Marketing, Insurance Industry
@article{2016,title={MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE},abstractNode={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.},author={Turan ŞENER},year={2016},journal={The Journal of Academic Social Science Studies}}
Turan ŞENER . 2016 . MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE . The Journal of Academic Social Science Studies.DOI:10.9761/JASSS3657
Turan ŞENER.(2016).MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE.The Journal of Academic Social Science Studies
Turan ŞENER,"MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE" , The Journal of Academic Social Science Studies (2016)
Turan ŞENER . 2016 . MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE . The Journal of Academic Social Science Studies . 2016. DOI:10.9761/JASSS3657
Turan ŞENER .MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE. The Journal of Academic Social Science Studies (2016)
Turan ŞENER .MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE. The Journal of Academic Social Science Studies (2016)
Format:
Turan ŞENER. (2016) .MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE The Journal of Academic Social Science Studies
Turan ŞENER . MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE . The Journal of Academic Social Science Studies . 2016 doi:10.9761/JASSS3657
Turan ŞENER."MEASUREMENT OF SERVICE QUALITY IN INSURANCE BUSINESS AND EXAMINATION OF CORRELATION BETWEEN PERCEIVED AND EXPECTED SERVICE QUALITY: ANTALYA CITY INSTANCE",The Journal of Academic Social Science Studies(2016)