Relationship between service quality in damage department of car insurance and the satisfaction of policyholders in Pasargad Insurance Company

Mohamad Hosein Salehabadi¹ Abdoreza As adi² Ahmad Zendehdel³

1) MS Student Insurance Management, Department of Management, Islamic Azad University, Neyshabur
2) Professor of Financial Management, Department of Management, Islamic Azad University, Neyshabur Email:
3) Assistant Professor of Applied Statistics, Department of Mathematics and Statistics, University of NishapurEmail:

IOI Code : XYFH-BBGFF
Publication : 2nd International Conference On Management and Economics in 21 Century(icme21.com)
Abstract :
    Since insurance companies are among profit organizations, they need to pay attention to the clients or insured parties. In Iran, this is more obvious in the car insurance than other insurance types because clients’ satisfaction with car insurance which is a public insurance may make the clients interested in insurance and have them other properties and interests insured too. On the contrary, dissatisfaction with car insurance my lead to their reluctance to continue working with the insurance company. This study examines the relationship between service quality in damage department of car insurance and the satisfaction of policyholders in Pasargad Insurance Company. The statistical population included all policyholders of autoinsurance boththird-party and collision, who received financial compensation from the insurance company. The required sample size was found to be 385 participants who were randomly selected from the clients and they completed the questionnaire on each of the two variables of service quality (with elements of trust, empathy and accountability) and customer satisfaction. The results showed a direct relationship between service quality and satisfaction of the policyholders so thatthe independent variable of service quality could account for about 46 percent of variability in customer satisfaction.

Keywords : quality of service satisfaction insured party auto insurance claim the pasargadinsurance company