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http://dx.doi.org/10.7469/JKSQM.2022.50.3.387

A Study on the Development of the Communality Model of Service Quality for the Non-face-to-face and Face-to-face Automobile Insurance Market in China  

Kwak, Young Sik (College of Business Administration, Gyeongsang National University)
Han, Kang-il (China and Korea Simultaneous Interpretation, University of International Business and Economics)
Koo, Ja Kyung (Cheilpengtai)
Hong, Jae Won (Department of Global Trade, Gyeongsang National University)
Nam, Yoon Jung (Vino Consulting)
Pak, Ji Young (College of Business Administration, Gyeongsang National University)
Publication Information
Journal of Korean Society for Quality Management / v.50, no.3, 2022 , pp. 387-405 More about this Journal
Abstract
Purpose: This study aims to develop a communality model to measure the service quality that the customers encounter on face-to-face and non-face-to-face automobile insurance before and after insurance purchase. Methods: For these purposes, we conduct a five-step program to develop a comprehensive communality model to measure service quality except insurance purchase channels. Results: As a result, we find five communality factors: value-added service for automobile maintenance, value-added service for drivers, quickness, dispatch service, and convenience of the service process. And the relative importance of service quality factors was in the order of value-added service for drivers, the convenience of the service process, quickness, and dispatch service, respectively. Conclusion: This study developed the opportunities to enhance service quality to attract customers. And it contributes to the academic literature by reporting the industry-specific service quality model, which maintains a theoretical gap in the online and offline automobile insurance industry.
Keywords
Automobile Insurance; Face-to-face; Non-face-to-face; Service Quality;
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Times Cited By KSCI : 5  (Citation Analysis)
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