Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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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

중국 비대면 및 대면 자동차 보험 시장의 서비스 품질 공통모델 개발 연구

  • 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)
  • 곽영식 (경상국립대학교 경영학부) ;
  • 한강일 (대외경제무역대학 중한동시통역대학) ;
  • 구자경 (상해교통대학 경제대학) ;
  • 홍재원 (경상국립대학교 국제통상학부) ;
  • 남윤정 (비노컨설팅) ;
  • 박지영 (경상국립대학교 경영학부)
  • Received : 2022.05.29
  • Accepted : 2022.06.18
  • Published : 2022.09.30
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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

References

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