The relationship between service quality and insurance usage

Abstract

The study aims to explain the impact of service quality on customer loyalty, satisfaction, and switching behaviors for insurance companies in Saudi Arabia. The study used the descriptive research approach. The questionnaire was developed with the help of reliable and validated constructs taken from earlier studies for service quality, customer loyalty, customer satisfaction, customer switching. Stratified sampling method was used to collect the data (N = 211). The results indicate that service quality has a statistically significant impact on customer loyalty and satisfaction for insurance companies in Saudi Arabia.