Knowledge and Competitiveness in the Motor Insurance Sector

Abstract

The main purpose of this paper is to examine the relationship between the level of individuated customer knowledge and the quality of customer service in the motor insurance sector using the Servqual method. Based on the above objective, the author has accepted the thesis that knowledge is an important factor influencing the increase of quality of services provided in the motor insurance sector. In the article the author used the knowledge in the literature and conducted the analysis of statistical data on a selected group of respondents in the area of Podkarpackie and Lubelskie Province in the years 2015-2016.

Servqual Method in Studying Service Quality of Travel Insurance

“…Insurance practice shows that we are unable to foresee all the threats and, what is more, to prevent them. Therefore, customers decide to protect themselves in case a random event occurs, by entering into an insurance agreement (Przybytniowski, 2013). First of all, it is to ensure the feeling of safety when an insurance event occurs by the possibility of removing the effects of damage pursuant to liquidation procedures stipulated by law.…”

“…From this perspective, the role of insurance is to give back to an individual the economic position which he held before the damage arose (compare: Michalski & Śliwiński, 2015;Al-Tit, 2015;Tsu-Wei & Tso-Jen, 2018). From the point of view of the buyer, insurance is a business tool which enables us to replace the uncertainty of incurring losses at a certain, yet rather low, cost which is an insurance premium (compare: O'Hare et al, 2015;Przybytniowski, 2016;Kerr & Kelly, 2018;Olya et al, 2019).…”

“…", "Does the insurance cover I have been given meet my expectations and needs?". Considering the technical (i.e., objective) dimension of an insurance agreement where a product is based on broad economic knowledge (Przybytniowski, 2013(Przybytniowski, , 2014Chen et al, 2021;Naik et al, 2010;Walstad, 2017), as well as on legal and social knowledge (Lee et al, 2012) -it is difficult for a customer to evaluate the insurance cover provided.…”