Determinants of service quality and satisfaction in the auto casualty claims process

Marla Royne Stafford (Assistant Professor of Marketing, College of Business Administration, University of North Texas, Denton, Texas, USA)
Thomas F. Stafford (Visiting Assistant Professor of Marketing, Department of Business and Economics, Texas Woman’s University, Denton, Texas, USA)
Brenda P. Wells (Assistant Professor of Insurance, College of Business Administration, University of North Texas, Denton, Texas, USA)

Journal of Services Marketing

ISSN: 0887-6045

Publication date: 1 December 1998

Abstract

The insurance industry has placed increased emphasis on service quality and customer satisfaction as companies seek to compete with generally undifferentiated products. This attention to customer service dictates that insurers understand exactly what elements individuals use to assess their providers’ performance. This study examines the most significant dimensions of service quality and customer satisfaction across four large companies in the auto casualty industry, using the familiar SERVQUAL instrument. Results indicate that reliability is consistently the most important determinant of both perceived service quality and feelings of satisfaction among customers engaged in auto insurance claims. Implications for auto insurance providers are discussed.

Keywords

Citation

Marla Royne Stafford, Thomas F. Stafford and Brenda P. Wells (1998) "Determinants of service quality and satisfaction in the auto casualty claims process", Journal of Services Marketing, Vol. 12 No. 6, pp. 426-440

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DOI

: https://doi.org/10.1108/08876049810242687

Publisher

:

MCB UP Ltd

Copyright © 1998, MCB UP Limited

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