ACHIEVING CUSTOMER SATISFACTION DEPENDING ON THE QUALITY OF SERVICE REQUIREMENTS OF INSURANCE COMPANIES IN IRAQ

Abstract

The issue of service quality has become a constant concern of writers and researcers as it affects all economic sectors. The level of services that the insurance company provides may be one of the factors that affect attracting the insured, especially if we take into consideration the multiplicity of insurance companies and the openness of Arab markets to international companies that offer the same insurance products. Accordingly, the quality of service is one of the most important variables that distinguish any company from its competitors. The most important factor in attracting new customers or retaining existing ones. Therefore, insurance companies seek to increase the quality of their services in order to increase their market share, enhance their competitiveness, and ensure survival. The descriptive approach was used in the research, and the questionnaire and interviews were among the most important tools used as well. The statistical program (SPSS) was used to analyze the results of the applied research and test hypotheses, and the National Insurance Company was the subject of the research study. A sample of (39) people were selected who received compensation from the fire insurance portfolio. For the purpose of testing hypotheses, many statistical methods were used, which helped in reaching specific results. In light of these results, a number of conclusions were reached, the most important of which is the existence of a correlation relationship between the variables of insurance service quality and customer satisfaction in the company in question. The results were consistent with the research hypotheses. Finally, the researcher put forward a set of recommendations to the company depending on the results of the research. Among the recommendations that were made is the establishment of a unit in the organizational structure that is concerned with the quality of organizational performance and is attached directly to the higher management. It should be called a department or unit of quality and reliability assurance