Paslaugų kokybė draudimo bendrovėje /

Tobegin with, Bachelor's thesis examines the insurance companiesCompensa Lifeservice quality based on the opinions of customers and employees. Firstly, the theoretical part overviews the service conception and features, the quality of service conception and essence, the quality of models, also, the conception of insurance services and specifics. The main focus is appointed to analysis of Servqual quality model, which consists of 5 dimensions: tangibility, reliability, responsiveness, assurance and empathy. Secondly, the survey of service quality was carried out in Compensa Life insurance company. The study aims to determine how the clients and employees assess this companies services quality. What is more, aiming to find out the clients opinion on this company the survey method was used - questionnaire and interview of 73 Compensa Life companies customers. Furthermore, for employees opinion the interview method was used. The main participants of the interview research were employees of Compensa Life companies division, based in Šiauliai city: the managers of division and subdivision. On the whole, the study determined that the majority of clients and employees think that overall Compensa Life companies quality of service is well appreciated. The areas for improvement in dimensions were, also, established: response, assurance and empathy. Furthermore, conclusions and recommendations were submitted.

Grantor dc:publisher

Institutional Repository of Vilnius University

Year dc:date

2016

Author dc:creator

• Špakovaitė, Samanta,

Contributors dc:contributor

• Matuzienė, Ina

• Insurance company ; service quality ; servqual method

Statement dc:rights

• info:eu-repo/semantics/openAccess

Language dc:language

lit

Repository record dc:identifier

https://repository.vu.lt/VU:ELABAETD15110686&prefLang=en_US

OAI identifier oai:identifier

oai:vu.lt:elaba:15110686