1Department of Management, Waljat College of Applied Sciences, P.O. Box 197, Rusayl, P.C. 124, Muscat, Sultanate of Oman
2Business and Economics Department, Mazoon University College, P.O. Box 101, P.C 133, Muscat, Sultanate of Oman
3Department of Business Studies, Higher College of Technology, Al Khuwair, Muscat, Sultanate of Oman
Online published on 11 December, 2015.
The study aims to evaluate customer's expectation and perception of quality of service provided by Insurance companies in Oman. It also examines how the demographic factors influence on the expectation and perception of insurance services. Descriptive research design was adopted and simple random sampling was chosen for study. Hundred questionnaires were received from the respondents. Data were refined, tabulated and analyzed. The study identified the phenomena related to assessment of service quality in insurance industry in sultanate of Oman based on SERVQUAL model using seven parameters-tangibility, reliability, responsiveness, assurance, empathy, price and technical quality. Demographic factors influence on Service quality were also identified and reported by using descriptive statistics. Results indicated that there is a huge gap between customers expectation and perception in price, reliability and it is also revealed that there is a relationship between demographic factors and customers expectation and perception of service quality dimensions.
customers expectation, customers perception, descriptive statistics, insurance industry, service quality
