قياس جودة خدمات شركات التأمين العاملة في اليمن، من وجهة نظر العملاء باستخدام نموذج الأداء الفعلي" Servperf" : دراسة تطبيقية على شركة المتحدة للتأمين

Abstract EN

The study aimed to measure the quality of insurance service provided by Yemeni insurance companies from the perspective of customers using the actual performance model "SERVPERF" with its five dimensions of "reliability, tangibles, empathy, responsiveness and assurance.

"The main question in the study was: What is the level of evaluation of the quality of actual insurance service recognized by the customers of the United Insurance Company? The main hypothesis of the study was: "The level of evaluation of the quality of actual insurance service recognized by the customers of the United Insurance Company is high.

"The descriptive-analytical method was used, as well a questionnaire was used to collect data.

It was distributed to 170 customers of the United Insurance Company.

The study reached a number of results, most notably were: The level of evaluation of the quality of actual insurance service perceived by the customers of the United Insurance Company is high, and therefore there is a high quality provided by the company to its customers.

Based on the results of the study, a set of recommendations were developed, the most important of which are: increasing attention to the quality of services provided by the company to its customers; To maintain their loyalty, which was inferred by their awareness of the quality that the company offers them in its services.

Based on the results of the study, a set of recommendations was developed, the most important of which were: Increased attention to the quality of services provided by the company to its customers to maintain their loyalty, which was concluded by their understanding of the quality of its services.