| Summary: | 碩士 === 國立臺灣海洋大學 === 航運管理學系 === 96 === Abstract
This paper is a study on the service quality of the student group casualty insurance offered by the Cathay Life Insurance using SERVQUAL scale.It also examines the validity of SERVQUAL model applying to the measurement for the service quality of student group caualty insurance. Two factors are extracted from the data of 22 items of SERVQUAL surveyed from the students of National Taiwan Ocean University（NTOU）by the method of factor analysis. Based on the average scores of items the absolute performance of service quality provided by the Cathay Life Insurance is adequate. However, it is found that the perceptions of students to the22 service items are all less than their expections, and the evidence does not support the five dimensions of SERVQUAL model. The findings can provide useful directions for future studies.
Keywords: Service quality, SERVQUAL, Factor analysis.
|
|---|
