Servqual method in evaluating quality of property insurance service to individual customers
Journal Title: Zeszyty Naukowe Małopolskiej Wyższej Szkoły Ekonomicznej w Tarnowie - Year 2018, Vol 39, Issue 3
Abstract
The paper discusses methods of measuring the quality of property insurance service offered to an individual customer, including the Servqual method. The knowledge of this method is extremely important in the context of systematically changing requirements, as well as customers preferences. The universality of this method causes that it is widely used in services. In the paper there are both reservations and advantages given by a group of researchers. The diagnosis was made as to the quality of property insurance service offered to individual customers in the Małopolska Voivodship. Some discrepancies were determined between perceptions and expectations of individual customers as to the quality of property insurance service and the level of the service which they were able to accept, i.e. the tolerance area.
Authors and Affiliations
Jarosław Wenancjusz Przybytniowski
Keywords
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- EP ID EP538811
- DOI 10.25944/znmwse.2018.03.85101
- Views 79
- Downloads 0
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