Sarah Elsayed Ahmed Lasheen <br/><br/>
Using SERVQUAL for measuring property insurance service quality and its effect on customer perceived value :   A comparative study between public and private sectors in Egypt /  
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Sarah Elsayed Ahmed Lasheen ; Supervised Moawad Hasanen , Mostafa Yousri 
 - Cairo :   Sarah Elsayed Ahmed Lasheen ,   2015 
 - 135 Leaves :   charts ;   30cm 
<br/><br/>Thesis (M.Sc.) - Cairo University - Faculty of Commerce - Department of Mathematics and Insurance 
<br/><br/> This masters thesis aimed to measure service quality and its effect on customers perceived value in the insurance industry of Egypt. Specifically, it measured the gap between customers expectations and perceptions regarding the dimensions of insurance service quality, then studied the effect of that perceived quality on customers 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 
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<br/><br/><label>Subjects--Index Terms: </label>Insurance service quality Perceived Value SERVQUAL