A Study on the Quality of Insurance Services in Romania
The present study aims to quantify the perceptions and expectations of clients regarding the quality of the products and services offered by insurance companies and insurance intermediaries in Romania. In this sense, we conducted an empirical study based on a questionnaire, structured in two part...
| Main Author: | |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Dunarea de Jos University of Galati
2021-05-01
|
| Series: | Annals of Dunarea de Jos University. Fascicle I : Economics and Applied Informatics |
| Subjects: | |
| Online Access: | http://www.eia.feaa.ugal.ro/images/eia/2021_1/CiprianMatis.pdf |
| Summary: | The present study aims to quantify the perceptions and expectations of clients regarding
the quality of the products and services offered by insurance companies and insurance
intermediaries in Romania. In this sense, we conducted an empirical study based on a
questionnaire, structured in two parts, expectations versus perceptions. The questionnaire
includes 22 questions about the facilities offered by the companies and insurance
intermediaries, the training of employees, the quality of the services, the means of resolving
for damages, customization of products according to the interests and needs of clients.
Direct questions were used, with several variants of answers addressed to individuals and
legal entities, in order to ensure transparency and objectivity in data processing and
analysis. The factorial analysis of the data validated the assumptions made regarding the
quality of services in the insurance industry, demonstrating the direct connection between
the expectations and perceptions of the clients regarding the professionalism and
competence of the employees involved in activities prior to, during and after the sale of
insurance services and products. |
|---|---|
| ISSN: | 1584-0409 1584-0409 |