dc.contributor.author |
Evangelos Tsoukatos |
|
dc.contributor.author |
Graham Rand |
|
dc.contributor.author |
Marwa, Simmy Mwita |
|
dc.date.accessioned |
2022-11-22T08:34:31Z |
|
dc.date.available |
2022-11-22T08:34:31Z |
|
dc.date.issued |
2004-01 |
|
dc.identifier.uri |
https://scholar.google.com/citations?view_op=view_citation&hl=en&user=7uawX2sAAAAJ&citation_for_view=7uawX2sAAAAJ:_FxGoFyzp5QC |
|
dc.identifier.uri |
http://repository.dkut.ac.ke:8080/xmlui/handle/123456789/7737 |
|
dc.description.abstract |
Previous research has confirmed that there is widespread customer dissatisfaction in the insurance
industry, stemming from insurers’ failure to satisfy customers’ needs. Ignorance of customers’ insurance
needs (inability to match customers perceptions with expectations), and inferior quality of services largely
account for this. Therefore, further research to improve the industry’s understanding of service quality is
imperative. Using data from the Greek and Kenyan insurance industries we construct diagnostics and
measure service quality with a view to identifying quality determinants and existing quality gaps in the
industries. We recommend quality improvement strategies to apply in each case, discuss the comparatives
and then conclude with our view on the efficacy of the SERVQUAL diagnostic in assessing service
quality in the insurance industry. |
en_US |
dc.language.iso |
en |
en_US |
dc.subject |
Insurance; Quality Management; Service Operations; SERVQUAL |
en_US |
dc.title |
Quality improvement in the Greek and Kenyan insurance industries |
en_US |
dc.type |
Article |
en_US |