Testing the SERVQUAL scale in the business-to-business sector: the case of ocean freight shipping service

Article Abstract:

SERVQUAL, a service quality measurement scale adopted by Parasuraman et al., offers a relatively efficient means of assessing service quality perceptions of organizational customers. This instrument, however, may not always yield robust results when applied to various industrial service sectors since it is incapable of addressing differences in consumers and industrial characteristics. This problem may be resolved by adopting non-difference measures, instead of gap scores, in evaluating service quality.

Management, Evaluation, Customer satisfaction

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Determinants of service quality and satisfaction in the auto casualty claims process

Article Abstract:

An analysis of companies belonging to the auto casualty insurance business was undertaken to measure customer satisfaction with service quality. Using SERQVAL, which is a 22-item scale that evaluates customers' expectations as against their perception of actual performance of a firm in terms of customer service, it was shown that reliability was the most valued trait and was rated higher than either willingness to help, courtesy and a caring attitude.

Direct Property and Casualty Insurance Carriers, Fire, marine, and casualty insurance, Auto Insurance, Services, Insurance industry, Measurement, Automobile industry, Automobile insurance

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