A Study on the Quality of Insurance Services in Romania

Abstract

The present study aims to quantify the perceptions and expectations of clients regarding the quality of the products and services offered by insurance companies and insurance intermediaries in Romania. In this sense, we conducted an empirical study based on a questionnaire, structured in two parts, expectations versus perceptions. The questionnaire includes 22 questions about the facilities offered by the companies and insurance intermediaries, the training of employees, the quality of the services, the means of resolving for damages, customization of products according to the interests and needs of clients. Direct questions were used, with several variants of answers addressed to individuals and legal entities, in order to ensure transparency and objectivity in data processing and analysis. The factorial analysis of the data validated the assumptions made regarding the quality of services in the insurance industry, demonstrating the direct connection between the expectations and perceptions of the clients regarding the professionalism and competence of the employees involved in activities prior to, during and after the sale of insurance services and products.

Keywords

• quality of service
• client expectations
• client perceptions
• variables
• kendall correlation coefficient