Perception of Service Quality and Loyalty

The aim of this study was to: a) Compare perception of insurance service quality among insurance customers and b) to determine the relationship between (if existed) service quality and loyalty. Data were collected using questionnaire from six branches of insurance customers. Service quality was measured using seven dimensions which were: Access quality, Infrastructure quality, Responsiveness, Competence, Courtesy, Problem Solving quality and Credibility. Data were analyzed using gap analysis, factor analysis, and correlation analysis.