أثر جودة خدمات التأمين في تعزيز رضا العملاء : دراسة مقارنة بين الشركة الجزائرية للتأمين و الشركة الدولية للتأمين و إعادة التأمين بالمنيعة

Abstract EN

the study aimed to revealing the importance of assurance services quality in enhancing customer satisfaction as a comparison study between two institutions in the sector of assurance, these institutions are Algerian company for assurance (saa) and International company for assurance and reassurance (ciar) in MENIAA, in addition to investigating the differences in the perception of individuals in the firms about assurance service quality.

The researcher designed a questionnaire consisting of (41) paragraphs, We have adopted a study as random sample of (175) singles in the public institution (saa), and (196) in the private institution (ciar), the study concluded that: There is a significant statistical effect of assurance service quality on customer satisfaction in the two institutions; in spite of the level of assurance service quality and the level of customer satisfaction are low; so there is a difference in the perception of individuals between the firms about assurance service quality.