Author(s): Davut KARAMAN, Ali KARAKOÇ

The concept of quality in the service industry is very difficult to define and measure according to other sectors. Some methods have been developed to measure service quality in practice. This study was conducted to measure the total quality of service in the insurance sector. SERVQUAL scale, which has international validity, was used to determine the quality of service in the study. The scale was created in an online environment and sent to the agency via insurance companies. 261 surveys have returned in the process. The 22 different propositions in the scale used in the study were discussed under “Enthusiasm”, “empathy”, “reliability”, “trust” and “concrete features” dimensions. As a result of the analyses, 70% of the participants had university education and 65% had insurance training. 90% of the participants work in 8-10 hours per day. Participants' participation in all aspects of quality of service in general is high, but they have shown the greatest amount of participation in the dimension of enthusiasm.


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