An Evaluation of Pasargad Insurance Company's Service Quality Using the SYSTRA-SQ Model

Because of the increasing competitions and in order to maintain their survival and increase their profitability, organizations have been obliged in recent years to provide services with more variation and higher quality. We have used SYSTRA-SQ scale in this research to measure service quality. In line with using the above-mentioned scale, we have made one main hypothesis and four peripheral ones concerning the assessment of four dimensions (Service System Quality, Behavioural Service Quality, Mechanic Service Quality, and Service Transactional Accuracy). The sample consists of the insured people of Bandarabbas Insurance Company. The method of the research is descriptive and of survey type. The sample included 323 people who were selected randomly and were asked via a questionnaire. The questionnaire reliability was measured by Cronbach's alpha (92 percent) and confirmed. The content validity of the questionnaire was also confirmed by use of the experts and professors’ ideas after corrections. Analysing the data that we had gathered, we came to the conclusion that the expectations of this company's insured people were higher than their perceptions. Therefore, we made some recommendations for removing the gap between their expectations and perceptions.