SERVQUAL method in studying service quality of travel insurance
Background: The study which consists of two parts: theoretical and empirical ones, and contains the analysis of the concept of insurance service quality in relation to travel insurance by employees of insurance institutions as well as by individual customers. Methods: The research was conducted by...
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| Format: | Article |
| Language: | English |
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Vilnius Gediminas Technical University
2023-06-01
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| Series: | Business: Theory and Practice |
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| Online Access: | https://gc.vgtu.lt/index.php/BTP/article/view/17406 |
| _version_ | 1797330587973844992 |
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| author | Jarosław Wenancjusz Przybytniowski |
| author_facet | Jarosław Wenancjusz Przybytniowski |
| author_sort | Jarosław Wenancjusz Przybytniowski |
| collection | DOAJ |
| description |
Background: The study which consists of two parts: theoretical and empirical ones, and contains the analysis of the concept of insurance service quality in relation to travel insurance by employees of insurance institutions as well as by individual customers. Methods: The research was conducted by means of the SERVQUAL method among individual customers who hold travel insurance contracts in Świętokrzyskie, Małopolskie Lubelskie and Podkarpackie voivodships. The aim of the study was to identify the factors of travel insurance service quality in the conditions of the changing tourist market in Poland, as well as to define the hierarchy of their importance. Result: Moreover, on the basis of the SERVQUAL method, some discrepancies were established between customer expectations and the perceived services. This study is a continuation of the research conducted and another study of the series of studies of service quality in the market of property insurance in the voivodeships of eastern Poland.
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| first_indexed | 2024-03-08T07:21:57Z |
| format | Article |
| id | doaj.art-0b1051986d5741bc98769472ffef5372 |
| institution | Directory Open Access Journal |
| issn | 1648-0627 1822-4202 |
| language | English |
| last_indexed | 2024-03-08T07:21:57Z |
| publishDate | 2023-06-01 |
| publisher | Vilnius Gediminas Technical University |
| record_format | Article |
| series | Business: Theory and Practice |
| spelling | doaj.art-0b1051986d5741bc98769472ffef53722024-02-02T22:54:52ZengVilnius Gediminas Technical UniversityBusiness: Theory and Practice1648-06271822-42022023-06-0124110.3846/btp.2023.17406SERVQUAL method in studying service quality of travel insuranceJarosław Wenancjusz Przybytniowski0Uniwersytet Jana Kochanowskiego w Kielcach, Kielce, Poland Background: The study which consists of two parts: theoretical and empirical ones, and contains the analysis of the concept of insurance service quality in relation to travel insurance by employees of insurance institutions as well as by individual customers. Methods: The research was conducted by means of the SERVQUAL method among individual customers who hold travel insurance contracts in Świętokrzyskie, Małopolskie Lubelskie and Podkarpackie voivodships. The aim of the study was to identify the factors of travel insurance service quality in the conditions of the changing tourist market in Poland, as well as to define the hierarchy of their importance. Result: Moreover, on the basis of the SERVQUAL method, some discrepancies were established between customer expectations and the perceived services. This study is a continuation of the research conducted and another study of the series of studies of service quality in the market of property insurance in the voivodeships of eastern Poland. https://gc.vgtu.lt/index.php/BTP/article/view/17406SERVQUALinsurance service qualitytravel insurancetourism and recreation |
| spellingShingle | Jarosław Wenancjusz Przybytniowski SERVQUAL method in studying service quality of travel insurance Business: Theory and Practice SERVQUAL insurance service quality travel insurance tourism and recreation |
| title | SERVQUAL method in studying service quality of travel insurance |
| title_full | SERVQUAL method in studying service quality of travel insurance |
| title_fullStr | SERVQUAL method in studying service quality of travel insurance |
| title_full_unstemmed | SERVQUAL method in studying service quality of travel insurance |
| title_short | SERVQUAL method in studying service quality of travel insurance |
| title_sort | servqual method in studying service quality of travel insurance |
| topic | SERVQUAL insurance service quality travel insurance tourism and recreation |
| url | https://gc.vgtu.lt/index.php/BTP/article/view/17406 |
| work_keys_str_mv | AT jarosławwenancjuszprzybytniowski servqualmethodinstudyingservicequalityoftravelinsurance |