إدارة علاقات الزبائن و علاقته جودة الخدمة التأمينية في الشركة الجزائرية للتأمين و إعادة التأمين La Caar وكالة تبسة

Abstract EN

This study aims to find out the importance of customer relationship management in achieving quality insurance service in the Algerian Company for Insurance and Reinsurance LA CAAR agency Tebessa, and estimate the level of assessment of its customers for the quality of services provided to them, based on an interview with the head of the marketing department by proxy, and the distribution of a questionnaire on enterprise customers relying on the model indicators' Servperf actress in: tangibility, reliability, responsiveness, security and empathy.

The study results showed that the agency relies on the four dimensions of customer relationship management, making the level of evaluating the quality of its services to its customers high.

With a difference in the relative importance of the dimensions of which the bank evaluates the quality of captions, service level, and the existence of a fundamental difference in the relative weight of the dimensions of managing relationships with customers.