Relationship Between Quality of Insurance Services and Likelihood to Switchinginsurance Companies

Urban ��EBJAN; Polona TOMINC

Volume : III, Issue : V, May - 2014

Relationship Between Quality of Insurance Services and Likelihood to Switchinginsurance Companies

Urban Ebjan, Polona Tominc

Abstract :

Intense competition in the insurance market actively directsinsurance companies to maintaining the existing and attracting new users of insurance services. Users of insurance services may choose between differentiated insurance companies that offer a diverse range of insurance services. This enables users with the experience they have gained by working with the insurance company to decide whether to switch to another insurance company. In this paper we examine the quality of insurance services that users perceive with the existing insurer and its impact on the probability of switching to another insurance company. Based on a sample of 200 Slovenian users, we have found that there are significant differences in the perception of service quality, especially perceived friendliness and professionalism of the employees and the perceived quality of offers of insurance companies among users with high and users with low levels of education. Research has shown that the likelihood of switching to another insurance company is statistically significant and that perceived friendliness and professionalism of employees, perceived quality of offers of insurance companies, and perceived quality of implementation of insurance services, have negative effects on it.