TY - UNPB

T1 - Diagnosis and improvement of service quality in the insurance industries of Greece and Kenya

AU - Tsoukatos, E

AU - Marwa, S

AU - Rand, G K

PY - 2004

Y1 - 2004

N2 - There is widespread customer dissatisfaction in the insurance industry, stemming from insurers' failure to satisfy customers' needs. Therefore, further research to improve the industry's understanding of service quality is required. Using data from the Greek and Kenyan insurance industries, service quality is measured using the SERVQUAL methodology to identify quality determinants and existing quality gaps in the industries. Quality improvement strategies are recommended in each case. Some observations are made on the efficacy of the SERVQUAL diagnostic in assessing service quality in the insurance industry

AB - There is widespread customer dissatisfaction in the insurance industry, stemming from insurers' failure to satisfy customers' needs. Therefore, further research to improve the industry's understanding of service quality is required. Using data from the Greek and Kenyan insurance industries, service quality is measured using the SERVQUAL methodology to identify quality determinants and existing quality gaps in the industries. Quality improvement strategies are recommended in each case. Some observations are made on the efficacy of the SERVQUAL diagnostic in assessing service quality in the insurance industry

M3 - Working paper

T3 - Management Science Working Paper Series

BT - Diagnosis and improvement of service quality in the insurance industries of Greece and Kenya

PB - The Department of Management Science

CY - Lancaster University

ER -