Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance

Abstract

Purpose -The purpose of this article is to investigate the path service quality ! customer satisfaction ! loyalty, at the level of constructs, drawing from the Greek insurance industry. Design/methodology/approach -A SERVQUAL type service-quality instrument is developed for Greek insurance. Confirmatory and exploratory factor analyses are used to determine the scale's dimensionality. Path analysis is utilized to examine a model linking service quality, customer satisfaction and loyalty at the level of constructs' individual determinants. Findings -SERVQUAL's dimensionality is not confirmed. A non-tangibles, tangibles structure exists in Greek insurance. "Tangibles" does not affect customer satisfaction while WOM is an antecedent of repurchasing intentions. Satisfaction does not directly influence the latter. Research limitations/implications -This study suffers the limitation that it tests the fit of the model within the limits of a single service industry. Another limitation is availability sampling. However, the satisfactory fit of the estimated model allows for the study to be a reliable comparison basis for future research. Practical implications -Insurance managers may use GIQUAL for measuring the quality of insurance services offered. They must improve the intangible rather than the tangible elements of service and direct their support mechanisms towards developing customers willing to engage in positive WOM. The proposed model can be used to provide comparable findings across sectors, countries and time provided that, in each case, an appropriately customized SERVQUAL type scale is used.Originality/value -This study explores the service quality, satisfaction, and loyalty path at the level of specific dimensions drawing from Greek insurance.

Analyzing customer satisfaction with service quality in life insurance services

“…51 Life insurance is a professional service that is characterized by high involvement of the customers with their agents, primarily owing to the importance of tailoring specifi c needs, the variability of the products available, the complexity involved in the policies and processes . 52 This necessitates the involvement of customers in every aspect of the transaction. So, customers seek longterm relationships with their insurance agents and their service providers for delivery of tailored and effi cient functional services, in order to reduce risks and uncertainties.…”

Service Quality and Customer Satisfaction in the Electronic Banking

“…However, this study framework could use with the other online and traditional industries to increase the generalizability of the results, where previous studies suggests that in online and traditional context, service quality and customer satisfaction are significant across various industries, namely retailing, insurance, tourism, transportation, real estate, hospital, hotel and advertising (e.g., Mehta, Lalwani & Han, 2000;Joseph, Stone & Anderson, 2003;Pawitra & Tan, 2003;Hill, 2006;Tsoukatos & Rand, 2006;Narayan, Rajendran & Sai, 2008;Thai, 2008;Naidu, 2009;Tuzovic, 2009;Alhemoud, 2010;Pai & Chary, 2013;Pantouvakis & Bouranta, 2013;Rauch, Collins, Nale & Barr, 2015).…”

E-Loyalty / Lojalumas Elektroninėje Erdvėje

“…Emocinis lojalumas apibrėžiamas WOM (angl. word of mouth) kaip pokalbis "iš lūpų į lūpas" (Tsoukatos, Rand 2006). Šio tipo lojalumas žinomas kaip emociškai išreikštas elgesys (Ranaweera, Prabhu 2003), kur vartotojas nori informuoti kitus apie paslaugos aspektus, kurie sukėlė pasitenkinimą.…”