جودة الخدمات التأمينية و أثرها على رضاء العملاء : دراسة حالة الشركة التعاونية للتأمين-المملكة العربية السعودية (2010 م)‎

الملخص EN

The problem of the study emerged from the fact that the insurance services are intangible and there is a disparity in the level of services between one supplier and the other.

The study aimed to shed the light on the quality of insurance service by means of recognizing the possibility of applying the quality model on insurance services since it represents one of the most important sector of the services sector in Saudi Arabia.

The research hypotheses include the following : independent variables such as tangible elements, reliability, the quick response, confidence and safety ness feelings, and customer care had no significant effect on the dependent variable (customer satisfaction).

The study adopted the analytical descriptive method and reached the following results : there is a possibility for applying service insurance model for measuring the recognizing quality in the field of insurance services, and there is a significant effect for the independent variables (tangible elements, reliability, the quick response, confidence and safety ness feelings, and customer care) on the dependent variable (customer satisfaction).

The study recommended that the cooperative insurance company should work hard to improve those independent variables.