SERVQUAL method in studying service quality of travel insurance
Abstract
Background: The study which consists of two parts: theoretical and empirical ones, and contains the analysis of the concept of insurance service quality in relation to travel insurance by employees of insurance institutions as well as by individual customers. Methods: The research was conducted by means of the SERVQUAL method among individual customers who hold travel insurance contracts in Świętokrzyskie, Małopolskie Lubelskie and Podkarpackie voivodships. The aim of the study was to identify the factors of travel insurance service quality in the conditions of the changing tourist market in Poland, as well as to define the hierarchy of their importance. Result: Moreover, on the basis of the SERVQUAL method, some discrepancies were established between customer expectations and the perceived services. This study is a continuation of the research conducted and another study of the series of studies of service quality in the market of property insurance in the voivodeships of eastern Poland.
Keyword : SERVQUAL, insurance service quality, travel insurance, tourism and recreation
How to Cite
Przybytniowski, J. W. (2023). SERVQUAL method in studying service quality of travel insurance. Business: Theory and Practice, 24(1), 282–290. https://doi.org/10.3846/btp.2023.17406
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Przybytniowski, J. W. (2013). Competitiveness of the insurance brokerage market in Poland. PTM Manager Publishing House.
Przybytniowski, J. W. (2014). Knowledge as one of the factors of increasing the quality of insurance services. In R. Borowiecki & A. Jaki (Eds.), Restructuring in the face of global economy challenges, EU (pp. 195–204). Department of Economics and Organization of Enterprises, UE Foundation in Krakow.
Przybytniowski, J. W. (2016). Contemporary functions and transmission mechanisms between the insurance sector and the real sphere of the economy: Theory and practice (pp. 119–124). CeDeWu.
Przybytniowski, J. W. (2018). Servqual method in the study of the quality of individual customer service of non-life insurance services. Scientific Notebooks of the Małopolska University of Economics in Tarnów, 39(3), 90–92.
Przybytniowski, J. W. (2019). Methods for testing the quality of property insurance. Jan Kochanowski University in Kielce.
Tsu-Wei, Y., & Tso-Jen, Ch. (2018). Online travel insurance purchase intention: A transaction cost perspective. Journal of Travel & Tourism Marketing, 35(9), 1175–1186. https://doi.org/10.1080/10548408.2018.1486781
Walstad, W. (2017). Editor note on submission guidelines and financial education. The Journal of Economic Education, 48(2), 63–64. https://doi.org/10.1080/00220485.2017.1285740
Zasępa, R. (1991). Outline of a representative method (vol. 39). GUS.
Al-Tit, A. A. (2015). The effect of service and food quality on customer satisfaction and hence customer retention. Asian Social Science, 11(23), 129–138. https://doi.org/10.5539/ass.v11n23p129
American Academy of Actuaries. (2018). Travel insurance: An actuarial perspective. https://www.actuary.org/sites/default/files/files/publications/TravelInsuranceMonograph_09052018.pdf
Chen, S., Law, R., & Zhang, M. (2021). Review of research on tourism-related diseases. Asia Pacific Journal of Tourism Research, 26(1), 44–58. https://doi.org/10.1080/10941665.2020.1805478
Choe, Y., Kim, H., & Choi, Y. (2022). Willingness to pay for travel insurance as a risk reduction behavior: Health related risk perception after the outbreak of COVID 19. Service Business, 16(3), 445–467. https://doi.org/10.1007/s11628-022-00479-8
Dror, D. M. (2018). The demand for (micro) health insurance in the informal sector. In Financing micro health insurance. Theory, methods and evidence (pp. 43–67). World Scientific Publishing Co. Pte. Ltd. https://doi.org/10.1142/10944
Grzebieniak, A. (2015). Trust and reputation of insurance companies in the assessment of individual clients. Economics and Organization of Enterprise, (12), 46–55.
Hair Jr., J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis (5th ed.). Prentice Hall.
Hanudin, A. (2007). An empirical investigation on consumer acceptance of internet banking in an Islamic Bank. Labuan Bulletin of International Business and Finance, 5, 41–65. https://doi.org/10.51200/lbibf.v5i.1439
Hong-Bin, Y., Van-Nam, H., Youshiteru, N., & Tetsuya, M. (2011). On prioritized weighted aggregation in multi-criteria decision making. Expert System with Applications, 38(1), 812–823. https://doi.org/10.1016/j.eswa.2010.07.039
Internetowy System Aktów Prawnych. (2015). Ustawa z dnia 11 września 2015 r. o działalności ubezpieczeniowej i reasekuracyjnej (Dz.U.2019.0.381).
Internetowy System Aktów Prawnych. (2018). Ustawa z dnia 22 maja 2003 r. o ubezpieczeniach obowiązkowych, Ubezpieczeniowym Funduszu Gwarancyjnym i Polskim Biurze Ubezpieczycieli Komunikacyjnych (Dz.U.2018.0.473).
Ijuo, I., & Kayode, O. (2020). Coronavirus and insurance policies: An issue of global concern. ResearchGate. www.researchgate.net/publication/340943224_Coronavirus_And_Insurance_Policies_An_Issue_Of_Global_Concern
Jeziorski, L., & Borkowski, S. (2008). Management, improvement, changes. Humanitas Publishing House.
Kerr, G., & Kelly, L. (2018). Travel insurance: The attributes, consequences, and values of using travel insurance as risk-reduction strategy. Journal of Travel & Tourism Marketing, 36(2), 191–203. https://doi.org/10.1080/10548408.2018.1506376
Lee, C.-K., Song, H.-J., Bendle, L. J., Kim, M.-J., & Han, H. (2012). The impact of non-pharmaceutical interventions for 2009 H1N1 influenza on travel intentions: A model of goal-directed behavior. Tourism Management, 33(1), 89–99. https://doi.org/10.1016/j.tourman.2011.02.006
Michalski, T., & Śliwiński, A. (2015). The paradigm of finance and new risks as drivers of systemic risk. Management Problems, 3(55), 9–18. https://doi.org/10.7172/1644-9584.55.1
Naik, C. N., Gantasala, S. B., & Prabhakar, G. V. (2010). Service Quality (Servqual) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 239–251.
Oksenberg, L., Cannell, Ch., & Kalton, G. (1991). New strategies of pretesting survey questions. Journal of Official Statistics, 7(3), 349–365.
Olya, H. G. T., Alipour, H., Peyravi, B., & Dalir, S. (2019). Tourism climate insurance: Implications and prospects. Asia Pacific Journal of Tourism Research, 24(4), 269–280. https://doi.org/10.1080/10941665.2018.1564338
O’Hare, P., White, I., & Connelly, A. (2015). Insurance as maladaptation: Resilience and the “business as usual” paradox. Environment and Planning C: Government and Policy, 34(6), 1175–1193. https://doi.org/10.1177/0263774X15602022
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
Post, M. W. M. (2014). Definitions of quality of life: What has happened and how to move on. Topics in Spinal Cord Injury Rehabilitation, 20(3), 167–180. https://doi.org/10.1310/sci2003-167
Przybytniowski, J. W. (2013). Competitiveness of the insurance brokerage market in Poland. PTM Manager Publishing House.
Przybytniowski, J. W. (2014). Knowledge as one of the factors of increasing the quality of insurance services. In R. Borowiecki & A. Jaki (Eds.), Restructuring in the face of global economy challenges, EU (pp. 195–204). Department of Economics and Organization of Enterprises, UE Foundation in Krakow.
Przybytniowski, J. W. (2016). Contemporary functions and transmission mechanisms between the insurance sector and the real sphere of the economy: Theory and practice (pp. 119–124). CeDeWu.
Przybytniowski, J. W. (2018). Servqual method in the study of the quality of individual customer service of non-life insurance services. Scientific Notebooks of the Małopolska University of Economics in Tarnów, 39(3), 90–92.
Przybytniowski, J. W. (2019). Methods for testing the quality of property insurance. Jan Kochanowski University in Kielce.
Tsu-Wei, Y., & Tso-Jen, Ch. (2018). Online travel insurance purchase intention: A transaction cost perspective. Journal of Travel & Tourism Marketing, 35(9), 1175–1186. https://doi.org/10.1080/10548408.2018.1486781
Walstad, W. (2017). Editor note on submission guidelines and financial education. The Journal of Economic Education, 48(2), 63–64. https://doi.org/10.1080/00220485.2017.1285740
Zasępa, R. (1991). Outline of a representative method (vol. 39). GUS.