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Diagnosis and improvement of service quality in the insurance industries of Greece and Kenya

Tsoukatos, E and Marwa, S and Rand, G K (2004) Diagnosis and improvement of service quality in the insurance industries of Greece and Kenya. Working Paper. The Department of Management Science, Lancaster University.

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    Abstract

    There is widespread customer dissatisfaction in the insurance industry, stemming from insurers' failure to satisfy customers' needs. Therefore, further research to improve the industry's understanding of service quality is required. Using data from the Greek and Kenyan insurance industries, service quality is measured using the SERVQUAL methodology to identify quality determinants and existing quality gaps in the industries. Quality improvement strategies are recommended in each case. Some observations are made on the efficacy of the SERVQUAL diagnostic in assessing service quality in the insurance industry

    Item Type: Monograph (Working Paper)
    Subjects: UNSPECIFIED
    Departments: Lancaster University Management School > Management Science
    ID Code: 48736
    Deposited By: ep_importer_pure
    Deposited On: 11 Jul 2011 22:09
    Refereed?: No
    Published?: Published
    Last Modified: 17 Sep 2013 18:26
    Identification Number:
    URI: http://eprints.lancs.ac.uk/id/eprint/48736

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