The impact of service quality on customer satisfaction in motor vehicle owner civil liability insurance for the third person - Experimental research in Thanh Hoa province

The thesis uses the theory of service quality model of Parasuraman et al (1988) (SERVQUAL) as a basis for the research because:

(i) SERVQUAL focuses on evaluating sendee quality from the customer perspective and this evaluation process is the most objective. Motor vehicle owners civil liability insurance for third parties is a compulsory insurance product; insurers provide compulsory insurance services, therefore it is necessary to evaluate based on the comparison between perceptions and customers’ expectations. It can not be assessed by internal performance or based on the results of measurement of functional quality or technical quality.

(ii) SERVQUAL model has a remarkable diagnostic ability when a specific service area has a shortage of service quality and the service quality is totally assessed on that service. In motor vehicle owners civil liability insurance of a third parties, customers is insured because of mandatory service, however lack of service.

(iii) When applying the SERVQƯAL model, researchers should use common components while others could be modified or deleted or added new elements to specific service industries. (Reynoso & Moore, 1995). Therefore, in measuring quality service of motor vehicle owners' insurance for third parties, the dimensions of the service can be adjusted accordingly.