Thesis (M.Sc.) - Cairo University - Faculty of Commerce - Department of Mathematics and Insurance

This masters{u2019} thesis aimed to measure service quality and its effect on customer{u2019}s perceived value in the insurance industry of Egypt. Specifically, it measured the gap between customer{u2019}s expectations and perceptions regarding the dimensions of insurance service quality, then studied the effect of that perceived quality on customer{u2019}s perceived value in both public and private sectors. The study was a cross-sectional survey that used self-administered structured questionnaire to the target population of customers of insurance companies in Egypt. SERVQUAL tool was used to measure the expectations- perceptions gap regarding the dimensions of service quality. Data analysis using SPSS version15 and AMOS version 20 showed significant relationships between the research variables. Findings indicated that insurance service perceived quality has a significant effect on the customer perceived value as customer perceived value increases if the perceived quality of the insurance service increases according to the logistic regression model as follows: P(Y) : Probability of Perceived Value. e : equals 2.7183 . PQ-Tang : Perceived quality of Tangability. PQ-Rel: Perceived quality of Reliability. PQ-Resp : Perceived quality of Responsiveness. PQ- Assur: Perceived quality of Assurance. PQ-Emp : Perceived quality of Empathy

Issued also as CD