Якість страхових послуг та екологічна свідомість регіону баден-вюртемберг на підставі власних досліджень
| Autor: | J. W. Przybytniowski, N. M. Klym, P. M. Garasyim |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2019 |
| Předmět: |
Service (business)
Service quality екологічна свідомість страхування якість обслуговування servqual страхове обслуговування Level of service media_common.quotation_subject Service provider Property insurance SERVQUAL Order (business) General Earth and Planetary Sciences lcsh:SD1-669.5 Quality (business) Business Marketing lcsh:Forestry General Environmental Science media_common |
| Zdroj: | Науковий вісник НЛТУ України, Vol 29, Iss 4, Pp 16-23 (2019) |
| ISSN: | 2519-2477 1994-7836 |
| Popis: | The article substantiates the relevance of conducting research on the quality of insurance services in the regions in order to understand their environmental essence. At the same time, special attention is focused on the environmental awareness of the owners of companies and residents of the region in insurance activities. The aim or the research presented in his article is to diagnose and indicate relations between the service quality and the image of property insurance institutions. Therefore, it is necessary to assess the level of dissonance between what an individual customer expects and what an insurance company provides him with. In terms of ecological insurance, i.e., to establish the level of service provision from the prospective of an individual customer in a long term or a short term, moreover, to establish how useful the SERVQUAL method is to build the image of an non-life insurance institution based on service quality (gap model). On the basis of such a research objective hypotheses were formed, that the increase of insurance awareness of individual customers in the area of ecological insurance influences the increase of insurance service provided by property insurance institutions by determining the level of dissonance (gap) which arose between what a customer expects and what is provided by the service provider in a short or long term. The model of quality of insurance services, which focuses on the subjective perception of customers by the level of quality, presents five areas such as infrastructure, speed, completeness, reliability and compassion, a list of 22 claims to assess the significance of customer expectations for individual expectations, as well as how much their execution is expected. This problem and the research hypothesis will be analysed theoretically by presenting the importance of insurance service quality as a growth factor of ecological awareness of inhabitants. As well as empirically by presenting the author's own research, conducted with the use of SERVQUAL method in 2013, 2015 and 2017, within the residents of Baden-Wurttemberg, who entered into an agreement on property insurance in the field of environmental protection. The study was carried out based on statutory research 614585. |
| Databáze: | OpenAIRE |
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