TY  - JOUR
AB  - 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.
VL  - 12
IS  - 6
SN  - 0887-6045
DO  - 10.1108/08876049810242687
UR  - https://doi.org/10.1108/08876049810242687
AU  - Royne Stafford Marla
AU  - Stafford Thomas F.
AU  - Wells Brenda P.
PY  - 1998
Y1  - 1998/01/01
TI  - Determinants of service quality and satisfaction in the auto casualty claims process
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 426
EP  - 440
Y2  - 2024/05/14
ER  -