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:: Volume 10, Issue 37 And 38 (7-2018) ::
3 2018, 10(37 And 38): 27-34 Back to browse issues page
The effect of insurance customers' perception of quality of services provided
Abstract:   (523 Views)

Top secret service provider organizations can be searched customer and the quality of their services. Quality services play an important role in service industries such as insurance, banking and transportation and play. Because the quality of services to achieve customer perception and consequently, survival and profitability is vital. The aim of this study was to investigate the effect of perceived quality of services provided to insurance customers is Iran Nishaboor city. The research community in the city of Neyshaboor, Iran now all branches of insurance. In order to collect data from a questionnaire containing 27 questions was used. By professors and experts confirmed the validity and reliability of the questionnaire using Cronbach's alpha coefficient was 0/865. To analyze the data in this study, the descriptive and inferential statistics were used. In the descriptive part of the frequency and the frequency and the frequency graph was taken. Inferential statistics K-S test was used to determine the normality of variables. Due to the variables are normally distributed, so the regression analysis was used to test the hypothesis. The results show that tangible, reliability, responsiveness, commitment and empathy and competence on the improvement of services insurance companies in Neyshabur, Iran is effective. The results of the study from the perspective of insurance customers, the commitment to service quality and other aspects of the situation is more favorable. Next in the rankings, respectively, tangible, reliability, empathy and responsiveness are.

Keywords: quality of service, customer perception, insurance services
Full-Text [PDF 578 kb]   (415 Downloads)    
Type of Study: Research | Subject: Special
Received: 2017/05/23 | Accepted: 2018/06/11 | Published: 2018/06/25
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The effect of insurance customers' perception of quality of services provided. 3. 2018; 10 (37 and 38) :27-34
URL: http://jiu.ir/article-1-195-en.html

Volume 10, Issue 37 And 38 (7-2018) Back to browse issues page
نشریه صنعت و دانشگاه Journal of Industry and University
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