旅行保险服务质量研究中的SERVQUAL方法

Q2 Business, Management and Accounting

Business: Theory and Practice Pub Date : 2023-06-21 DOI:10.3846/btp.2023.17406

J. Przybytniowski

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引用次数: 1

摘要

背景：本研究由理论和实证两部分组成，分析了保险机构员工和个人客户对旅行保险服务质量的概念。方法：采用SERVQUAL方法对在西维托克日斯基、马奥波尔斯基-卢布尔斯基和波德卡尔帕克省持有旅行保险合同的个人客户进行研究。本研究的目的是在波兰不断变化的旅游市场条件下确定旅游保险服务质量的因素，并确定其重要性的等级。结果：此外，在SERVQUAL方法的基础上，在客户期望和感知服务之间建立了一些差异。这项研究是对波兰东部各省财产保险市场服务质量系列研究的延续和又一项研究。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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SERVQUAL METHOD IN STUDYING SERVICE QUALITY OF TRAVEL INSURANCE

Background: The study which consists of two parts: theoretical and empirical ones, and contains the analysis of the concept of insurance service quality in relation to travel insurance by employees of insurance institutions as well as by individual customers. Methods: The research was conducted by means of the SERVQUAL method among individual customers who hold travel insurance contracts in Świętokrzyskie, Małopolskie Lubelskie and Podkarpackie voivodships. The aim of the study was to identify the factors of travel insurance service quality in the conditions of the changing tourist market in Poland, as well as to define the hierarchy of their importance. Result: Moreover, on the basis of the SERVQUAL method, some discrepancies were established between customer expectations and the perceived services. This study is a continuation of the research conducted and another study of the series of studies of service quality in the market of property insurance in the voivodeships of eastern Poland.

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来源期刊

Business: Theory and Practice Business, Management and Accounting-Strategy and Management

CiteScore

5.00

自引率

0.00%

发文量

审稿时长

8 weeks

期刊介绍： The journal "Business: Theory and Practice" is published from 2000. 1 vol (4 issues) per year are published. Articles in Lithuanian, English, German, Russian. The Journal has been included into database "ICONDA" and "Business Source Complete".