The influence of perceived service quality
on the attitude of policyholders towards motor insurance services in Kara (Togo)
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The service sector is nowadays experiencing rapid growth, thus promoting economic development. However, it is facing strong competition, hence the need to consider the quality of services rendered. This research proposes as an objective to study the influence of perceived service quality of car insurance companies on the attitude of policyholders. To achieve this objective, we first conducted a qualitative study which allowed us to identify the factors of evaluation of the quality of a service. We then conducted a quantitative study on a sample of 210 insured motorists in the city of Kara thro...
The service sector is nowadays experiencing rapid growth, thus promoting economic development. However, it is facing strong competition, hence the need to consider the quality of services rendered. This research proposes as an objective to study the influence of perceived service quality of car insurance companies on the attitude of policyholders. To achieve this objective, we first conducted a qualitative study which allowed us to identify the factors of evaluation of the quality of a service. We then conducted a quantitative study on a sample of 210 insured motorists in the city of Kara through a questionnaire. The results indicate a positive and significant influence of the perceived quality of the service on the attitude of the insured through the dimension of the relationship between agents and insured and the dimension of insurance. On the other hand, this influence is not significant for the dimensions of reliability of services rendered and ethics.
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