Evaluating the quality of insurance services from the client's perspective: case study of the Algerian insurance company, El Oued agency
DOI:
https://doi.org/10.34140/bjbv6n4-055Palavras-chave:
insurance service quality, customer satisfaction, quality dimensions, Algerian Insurance CompanyResumo
This study aims to assess and evaluate the quality of insurance services by addressing the following research problem: How can the quality of insurance services be evaluated from the perspective of clients of the Algerian Insurance Company (CAAT), El Oued Agency? The study focused on evaluating the quality of services provided by the company under study from the viewpoint of its clients. To achieve the study's objectives, a questionnaire was distributed to a sample of 170 clients, of which 150 responses were valid. Various statistical methods were employed and analyzed using the SPSS 22.0 software to test the proposed hypotheses and derive results. The findings revealed that clients' evaluation of insurance service quality varies across different dimensions and that there is a positive correlation between service quality and customer satisfaction. Additionally, service quality significantly impacts customer satisfaction.
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