Evaluating the quality of services provided in government office counter party of contract of general office of health insurance of Shiraz City 2017

 

Abolghasem Nazari¹, Somayeh Hessam^2*, Abbas Ghavam³

 

 

Abstract              Background: Regarding the significance of services section, eminence of services quality in this section has a special significance, so that providing high quality services is considered one of important challenges of the present century in service organizations. One of the most important models which are widely used for evaluating services quality of service companies in viewpoint of customers is SERYOQUAL model, that in this study it was used for evaluating services quality in the government office counters party of contract of health insurance general office. Methodology: The present study is descriptive survey in respect of method of collecting data and in respect of aim it is an applied study. The used questionnaire is SERYOQUAL questionnaire which was distributed between 390 referees of Shiraz city health insurance. The collected data was analyzed using SPSS17 statistical software. For investigating the hypotheses dual t-test was used. Findings: The results showed that there is a significant difference between expectations of the insured and their perception from dimensions of services quality (concretes, trust, replication, warranty and sympathy). Also, there is a significant difference in prioritizing dimensions in viewpoint of the insured. Regarding the ranks average, the trust has a high significance and after that respectively the dimensions of replication, warranty, sympathy and concretes are in the next ranks. Conclusion: Based on the results, there is a difference between expectations and perceptions of the insured in all dimensions.

Key Words: quality, services quality, SERYOQUAL model, insurance.