Aracı sigorta işletmelerinin hizmet kalitesi üzerine bir araştırma
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Dosyalar
Tarih
2021
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Düzce Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu çalışmanın temel amacı, hizmet sektörünün önemli temsilcileri olan sigorta acentelerinin verdikleri hizmetlere yönelik hizmet kalitesi algısı ile hizmet kalitesi değer algısı arasındaki ilişkinin incelenmesidir. Ayrıca bu çalışma ile hizmet kalite algısı ve hizmet kalitesi değer algısının sosyo-demografik değişkenler açısından farklılık oluşturup oluşturmadığı incelenmiştir. Bu araştırmada nicel yöntem kullanılmış, veri toplamak için 22 ifade 5 boyuttan oluşan hizmet kalitesi algısı ölçeğinden ve 5 ifadeden oluşan hizmet kalitesi değer algısı boyutundan faydalanılmıştır. Bununla birlikte katılımcıların sosyo-demografik özelliklerini içeren ve 3 bölümden oluşan bir anket formundan faydalanılmıştır. Anket, basit rasgele örneklem metoduyla Düzce ilindeki 400 katılımcıya uygulanmıştır. Araştırmaya katılan katılımcıların 274'ünün kadın, 112'sinin 41 yaş ve üzeri yaş aralığında, 151'inin lisans düzeyinde eğitim durumuna sahip olduğu, 110'unun ortalama gelirinin 3000 TL ve altı olduğu, 132'sinin araç poliçesi için hizmet aldığı, 262'sinin seç sigorta şirketinden hizmet aldığı, 126'sının mesleğinin esnaf olduğu, 240'ının evli olduğu ve 141'inin sigorta şirketinden 4-7 yıl arası hizmet aldığı bulunmuştur. Elde edilen verilere göre araştirma içinde yer alan hizmet kalitesi algısı ile hizmet kalitesi değer algısı (r=0,503; p<0,01) arasında istatistiksel açıdan anlamlı, orta şiddette bir ilişki olduğu ve hizmet kalitesi alt boyutlarından hevesliliğin hizmet kalitesi değer algısı üzerinde üzerinde pozitif yönde ve anlamlı etkisi bulunduğu tespit edilmiştir (t=11,896, p<0,001). Sonuç olarak özellikle farklı sektörlerden hizmet alanların, hizmet alınan sektöre göre farklı hizmet kalite algısına sahip olacağı değerlendirilmiştir. Bu sebeple benzer çalışmaların farklı sektörlerde yapılmasının hizmet kalitesi açısından literatüre önemli katkılar sağlayacağı öngörülmüş ve önerilmiştir.
The main purpose of this study is to examine the relationship between the service quality perception and service quality value perception of the services provided by insurance agencies, which are important representatives of the service sector, and the effect of the service quality perception sub-dimensions on the service quality value perception. In addition, this study examined whether the perception of service quality and value perception of service quality make a difference in terms of socio-demographic variables. Quantitative method was used in this research, and the service quality perception scale consisting of 22 statements and 5 dimensions and the service quality value perception dimension consisting of 5 statements were used to collect data. In addition, a questionnaire form consisting of 3 parts and including the socio-demographic characteristics of the participants was used. Of the participants, 274 were women, 112 were in the age range of 41 and above, 151 had a bachelor's degree, 110 had an average income of 3000 TL or less, 132 received service for car insurance, 262 It was found that 126 of them were tradesmen, 240 of them were married, and 141 of them received service from the insurance company for 4-7 years. According to the data obtained, there is a statistically significant, moderate relationship between the perception of service quality and the perception of service quality value (r=0.503; p<0.01), and that responsiveness, one of the sub-dimensions of service quality, has a positive effect on the perception of service quality value. It was found that there was a significant and significant effect (t=11.896, p<0.001). As a result, it has been evaluated that those who receive service from different sectors will have different service quality perceptions according to the sector from which the service is received. For this reason, it has been predicted and suggested that similar studies in different sectors will make significant contributions to the literature in terms of service quality.
The main purpose of this study is to examine the relationship between the service quality perception and service quality value perception of the services provided by insurance agencies, which are important representatives of the service sector, and the effect of the service quality perception sub-dimensions on the service quality value perception. In addition, this study examined whether the perception of service quality and value perception of service quality make a difference in terms of socio-demographic variables. Quantitative method was used in this research, and the service quality perception scale consisting of 22 statements and 5 dimensions and the service quality value perception dimension consisting of 5 statements were used to collect data. In addition, a questionnaire form consisting of 3 parts and including the socio-demographic characteristics of the participants was used. Of the participants, 274 were women, 112 were in the age range of 41 and above, 151 had a bachelor's degree, 110 had an average income of 3000 TL or less, 132 received service for car insurance, 262 It was found that 126 of them were tradesmen, 240 of them were married, and 141 of them received service from the insurance company for 4-7 years. According to the data obtained, there is a statistically significant, moderate relationship between the perception of service quality and the perception of service quality value (r=0.503; p<0.01), and that responsiveness, one of the sub-dimensions of service quality, has a positive effect on the perception of service quality value. It was found that there was a significant and significant effect (t=11.896, p<0.001). As a result, it has been evaluated that those who receive service from different sectors will have different service quality perceptions according to the sector from which the service is received. For this reason, it has been predicted and suggested that similar studies in different sectors will make significant contributions to the literature in terms of service quality.
Açıklama
Anahtar Kelimeler
Sigortacılık, Insurance, Hizmet kalitesi, Service quality, Sigorta acenteleri, Insurance agents, Özel sigortacılık, Private insurance
