Quality improvement in the Greek and Kenyan insurance industries

Show simple item record

dc.contributor.author Evangelos Tsoukatos
dc.contributor.author Graham Rand
dc.contributor.author Marwa, Simmy Mwita
dc.date.accessioned 2022-11-22T08:34:31Z
dc.date.available 2022-11-22T08:34:31Z
dc.date.issued 2004-01
dc.identifier.uri https://scholar.google.com/citations?view_op=view_citation&hl=en&user=7uawX2sAAAAJ&citation_for_view=7uawX2sAAAAJ:_FxGoFyzp5QC
dc.identifier.uri http://repository.dkut.ac.ke:8080/xmlui/handle/123456789/7737
dc.description.abstract Previous research has confirmed that there is widespread customer dissatisfaction in the insurance industry, stemming from insurers’ failure to satisfy customers’ needs. Ignorance of customers’ insurance needs (inability to match customers perceptions with expectations), and inferior quality of services largely account for this. Therefore, further research to improve the industry’s understanding of service quality is imperative. Using data from the Greek and Kenyan insurance industries we construct diagnostics and measure service quality with a view to identifying quality determinants and existing quality gaps in the industries. We recommend quality improvement strategies to apply in each case, discuss the comparatives and then conclude with our view on the efficacy of the SERVQUAL diagnostic in assessing service quality in the insurance industry. en_US
dc.language.iso en en_US
dc.subject Insurance; Quality Management; Service Operations; SERVQUAL en_US
dc.title Quality improvement in the Greek and Kenyan insurance industries en_US
dc.type Article en_US

Files in this item

This item appears in the following Collection(s)

Show simple item record

Search DSpace

Advanced Search


My Account