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http://dx.doi.org/10.5394/KINPR.2011.35.10.855

An Empirical Study on the Effects of the Determinants of Service Quality to Customer Satisfaction in P＆I Insurance  

Park, Beom-Shik (Korea P&I Club)
Shin, Young-Ran (World Ocean Development Strategy Institute, National Korea Maritime University)
Shin, Han-Won (Division of Shipping Management, National Korea Maritime University)
Publication Information
Journal of Navigation and Port Research / v.35, no.10, 2011 , pp. 855-861 More about this Journal
Abstract
With the rapid growth and development of the Korean Shipping Industry both in external quantum and internal complexity, the marine insurance industry has accordingly expanded with it. This empirical study analyzes the quality factors of the Insurance and P&I Services using 5 factors of quality measures with 22 questions regarding the effect on customer satisfaction by the services offered by the P&I Clubs. The Study is expected to provide P&I Clubs with management tactics for customer satisfaction and the subsequent continued patronage supported by their members through the enhancement of the service quality. This study also provides direction for ship-owners and the members of the P&I Clubs in finding the most efficient service provider as well as in proposing competitive prices of the P&I insurance premium as their management tactic.
Keywords
Service Quality; P&I Insurance; P&I Club; Customer Satisfaction; Shipping Industry;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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