An Empirical Study on the Effects of the Determinants of Service Quality to Customer Satisfaction in P&I Insurance

Park, Beom-Shik; Shin, Young-Ran; Shin, Han-Won

Journal of Navigation and Port Research 2011;35(10):855-861.
Published online December 31, 2011.

P&I 보험의 서비스품질 결정요인이 고객만족에 미치는 영향에 관한 실증연구

박범식, 신영란, 신한원

An Empirical Study on the Effects of the Determinants of Service Quality to Customer Satisfaction in P&I Insurance

Beom-Shik Park, Young-Ran Shin, Han-Won Shin

Abstract

With the rapid growth and development of the Korean Shipping Industry both in external quantum and internal complexity, the marine insurance industry has accordingly expanded with it. This empirical study analyzes the quality factors of the Insurance and P&I Services using 5 factors of quality measures with 22 questions regarding the effect on customer satisfaction by the services offered by the P&I Clubs. The Study is expected to provide P&I Clubs with management tactics for customer satisfaction and the subsequent continued patronage supported by their members through the enhancement of the service quality. This study also provides direction for ship-owners and the members of the P&I Clubs in finding the most efficient service provider as well as in proposing competitive prices of the P&I insurance premium as their management tactic.

Key Words: Service Quality;P&I Insurance;P&I Club;Customer Satisfaction;Shipping Industry