Service Quality Assessment of Insurance Companies in Palestine using (SERVQUAL) Model رسالة ماجستير

Abstract

The main purpose of this thesis is to assess the Service quality of Insurance sector in Palestine. The researcher used SERVQUAL Model one of the most important tools used around the world to measure the level of service quality. The researcher collected the data by following a deductive approach with quantitative method. The questionnaire is developed by using the SERVQUAL model which contains five dimensions. The data were gathered from 356 completed questionnaires, and were analyzed using the SPSS software. The researcher also used nonparametric tests such as: Mann Whitney, Kruskal-Wallis Test and Wilcoxon signed rank that helped in having accurate results. The results showed that there are differences between customers’ expectations and their perceptions of the service in the five dimensions of the SERVQUAL MODEL, but in varying proportions. The smallest gap was in the Tangibles dimension and the highest gap was in the Empathy dimension. The results also showed there is differentiation according that some demographic factors. There is differentiation in all five dimensions results according Age and Income. And differentiation in dimensions of tangibility, responsiveness and empathy according to Education level. Moreover, the results and analysis showed that the five dimensions of the SERVQUAL MODEL need improvement, especially in the Empathy and Assurance dimensions. Insurance companies must work on improving some practices and procedures to improve the quality of service provided to their customers. This study constitutes a reference for company management to understand the gaps related to service quality and try to narrowing the gaps. Finally, the researcher recommends Palestinian Insurance Sector to working on improving the five dimensions through several recommendations related to each dimension, especially the dimension of empathy