Volume : IV, Issue : III, March - 2014

A Study of Relationship Between Quality of Insurance Services and Reputation of Insurance Companies

Urban Sebjan, Polona Tominc

Abstract :

The highest possible quality of service in the whole process of service provision is an important competitive advantage for an organization, and it has a long–term impact on the positive reputation of the organization. This is confirmed with a study of 200 Slovenian users of insurance services. We have found that perceived quality of insurance services has a positive impact on the perceived reputation of insurance company. In the context of the perceived quality we formed two factors (perceived friendliness and professionalism of the employees, and perceived quality of implementation of insurance services), which have a significant and positive impact on the perceived reputation of the insurance company. We have also found that there are significant differences among users of Slovenian and foreign insurance companies with regard to perception of reputation. The reputation of foreign insurance companies is perceived higher in comparison with the reputation of Slovenian ones, by their users.

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Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Urban SEBJAN, Polona TOMINC A Study of Relationship Between Quality of Insurance Services and Reputation of Insurance Companies Indian Journal of Applied Research, Vol.IV, Issue. III

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