نوع مقاله : مقاله پژوهشی
عنوان مقاله English
نویسنده English
Today, with the increase in competitive conditions, the customer-oriented and customer-oriented approach, identifying, strengthening and improving the services that can be provided to reach the criteria desired by car buyers is the reason for the stability and resistance of car manufacturers. Also, this issue is very important in the insurance industry related to automobile manufacturers due to the competitiveness of this industry and the establishment of startup and online companies. This research is a survey type in which, based on Pareto's law, some insurance companies affiliated with automobile manufacturers have been examined in order to determine the relationship between buyers' satisfaction and the insurance services provided to them in Shahre Ray. Due to the ineffectiveness of traditional and common methods of measuring service quality from the point of view of buyers, it is necessary to refer to and use standard tools for measuring service quality. One of these tools is the Seroperf model. In this research, in order to measure the quality variables of the services provided, the Seroperf method has been used, and according to the five main variables of this method, as well as the buyer satisfaction criteria, a main hypothesis and five sub-hypotheses have been proposed, and the chi-square test has been used to test the hypotheses. Five hypotheses have been accepted. In order to rank the most important criteria of insurance services provided by car manufacturers, the factor analysis method has been used; Also, in order to rank insurance companies and quality criteria of their services, hierarchical analysis method has been used. In addition, in this research, the complexity of service quality assessment and the improvement of quality is confirmed due to the different characteristics of services in the studied statistical population.
کلیدواژهها English
