(LUẬN văn THẠC sĩ) improving service quality the case of united insurance company

VIETNAM NATIONAL UNIVERSITY - HANOI HANOI SCHOOL OF BUSINESS NGUYEN CHIEN THANG IMPROVING SERVICE QUALITY THE CASE OF UNITED INSURNCE COMPANY Major: Business Administration Code: 60 34 05 MASTER OF BUSINESS ADMINISTRATION THESIS Supervisors: Dr Nguyen Viet Dung Hanoi – 2013 TIEU LUAN MOI download : skknchat@gmail.com TABLE OF CONTENT CHAPTER I: OVERVIEW OF THESIS 1.1 INTRODUCTION 1.2 OBJECTIVE OF SUBJECT 1.3 SCOPE AND METHODOLOGY OF RESEARCH 1.3.1 Scope of research 1.3.2 Method of research 1.4 STRUCTURE OF THESIS CHAPTER II: THEORETICAL BASIS OF SERVICE QUALITY AND NON-LIFE INSURANCE BUSINESS 2.1 DEFINITION AND NATURE OF SERVICE 2.1.1 Definition of service 2.1.2 Nature of service 2.2 SERVICE QUALITY AND FACTORS OF SERVICE QUALITY 2.2.1 Definition of service quality 2.2.2 Factors of service quality 2.3 SERVICE QUALITY MEASUREMENT 11 2.4 CHARACTERISTICS OF NON-LIFE INSURANCE BUSINESS 15 2.4.1 Principle of insurance business 16 2.4.2 Characteristic of non-life insurance service 17 CHAPTER III: RESEARCH METHODOLOGY AND SOME PRELIMINARY RESULT 21 3.1 QUALITATIVE RESEARCH 21 3.1.1 Design qualitative research 21 3.1.2 Research model and scale of measurement 25 3.2 QUANTITATIVE RESEARCH 27 3.2.1 Design quantitative research 27 3.2.2 Method of data analysis 29 CHAPTER IV: ANALYSIS OF INSURANCE SERVICE QUALITY OF UNITED INSURANCE COMPANY 31 4.1 BUSINESS OVERVIEW OF UNITE INSURANCE COMPANY 31 4.1.1 History 31 4.1.2 Business overview 32 4.2 SUMMARY OF QUANTITATIVE RESEARCH RESULT 37 4.2.1 Sample description 37 4.2.2 Result of measurement scale testing 39 4.3 ANALYSIS OF ACTUAL SERVICE QUALITY OF UIC 41 4.3.1 Reliability of insurance service 41 TIEU LUAN MOI download : skknchat@gmail.com 4.3.2 4.3.3 4.3.4 4.3.5 4.3.6 Responsiveness 43 Service capacity 47 Customer care 50 Convenient service access 53 Overview assessment of service quality of UIC 56 CHAPTER V: SOLUTIONS AND RECOMMENDATIONS TO IMPROVE SERVICE QUALITY OF UNITED INSURANCE COMPANY 60 5.1 OBJECTIVE AND DIRECTIONS OF DEVELOPMENT OF UIC 60 5.2 SOLUTIONS TO IMPROVE SERVICE QUALITY OF UIC 61 5.2.1 Improving favorable service access for customer 61 5.2.2 Improving responsiveness 64 5.2.3 Improving service capacity 68 5.2.4 Improving customer care 70 5.3 RECOMMENDATION 73 5.3.1 Recommendation for Insurance Supervisory Authority – Ministry of Finance 73 5.3.2 Recommendation for Vietnam Insurance Association (VIA) 73 CONCLUSION 76 APPENDIX 80 TIEU LUAN MOI download : skknchat@gmail.com LIST OF FIGURE FIGURE 2.1: HIERARCHICAL OF SERVICE QUALITY BY BRAD AND CONIN FIGURE 2.2: A COMPREHENSIVE FRAMEWORK FOR SERVICE QUALITY BY DABHOLKAR AND COAUTHORS 10 FIGURE 2.3: SERVICE QUALITY MODEL BY PARASURAMAN, ZEITHAML, AND BERRY (1985) 12 FIGURE 2.4: DIMENSIONS OF SERVICE QUALITY PERCEIVED BY CUSTOMERS OF PARASURAMAN AND COAUTHORS 14 FIGURE 3.1: RESEARCH MODEL OF INSURANCE SERVICE QUALITY FACTORS 26 FIGURE 4.1: ORGANIZATIONAL STRUCTURE OF UIC 33 FIGURE 5.1: COOPERATION MODEL WITH BANKS 63 FIGURE 5.2: RISK PREVENTION SUPPORT PROCESS 72 TIEU LUAN MOI download : skknchat@gmail.com LIST OF CHART CHART 4.1: PROPORTION OF PREMIUM REVENUE OF UIC BY INSURANCE CLASS (2012) 35 CHART 4.2: MARKET SHARE OF UIC COMPARISON WITH THE MAIN COMPETITORS 35 CHART 4.3: PREMIUM REVENUE OF UIC COMPARED WITH DIRECT COMPETITORS 36 CHART 4.4: REVENUE GROWTH RATE COMPARISON OF UIC AND AVERAGE OF MAKET 36 CHART 4.5: BUSINESS TYPE OF SURVEYED CUSTOMER 38 CHART 4.6: HUMAN SCALE OF SURVEYED CUSTOMER 39 CHART 4.7: INSURANCE CLASSES 39 CHART 4.8: EVALUATION RATIO OF RELIABILITY OF INSURANCE SERVICE 41 CHART 4.9: EVALUATION RATIO OF RESPONSIVENESS OF UIC 44 CHART 4.10: EVALUATION RATIO OF RESPONSIVENESS OF UIC 48 CHART 4.11: EVALUATION RATIO OF CUSTOMER CARE OF UIC 51 CHART 4.12: EVALUATION RATIO OF CONVENIENT SERVICE ACCESS OF UIC 54 CHART 4.13: EVALUATION RATIO OF SATISFACTION OF UIC INSURANCE SERVICE QUALITY 57 CHART 4.14: SERVICE QUALITY EVALUATION CLASSIFIED BY HUMAN SCALE OF CUSTOMER 57 CHART 4.15: SERVICE QUALITY EVALUATION CLASSIFIED BY INSURANCE CLASS 58 TIEU LUAN MOI download : skknchat@gmail.com LIST OF TABLE TABLE 4.1: PREMIUM REVENUE OF UIC BY INSURANCE CLASS (2012) 34 TABLE 4.2: SUMMARY CUSTOMER EVALUATION OF RELIABILITY OF UIC 42 TABLE 4.3: SUMMARY CUSTOMER EVALUATION OF RESPONSIVENESS OF UIC 44 TABLE 4.4: SUMMARY CUSTOMER EVALUATION OF SERVICE CAPACITY OF UIC 48 TABLE 4.5: SUMMARY CUSTOMER EVALUATION OF CUSTOMER SERVICE OF UIC 51 TABLE 4.6: SUMMARY CUSTOMER EVALUATION OF CONVENIENT SERVICE ACCESS OF UIC 54 TIEU LUAN MOI download : skknchat@gmail.com ABBREVIATIONS BVTM Bao Viet- Tokio Marine Insurance Company NKSJ Nipponkoa –Sompo Japan SVI Samsung Vina Insurance Company VIA Vietnam Insurance Association UIC United Insurance Company TIEU LUAN MOI download : skknchat@gmail.com CHAPTER 1: OVERVIEW OF THESIS 1.1 Introduction After 18 year of market opening, non-life insurance market of Vietnam has dramatically developed; average growth rate of premium for the period of 2006-2012 is about 23.6% In 2012, Premium of non-life insurance market is more than VND 22,316 billion accounted for 0.9% (compared with 0.6% in 2006) At the end of 2012, there are 29 non-life insurers on market including 16 joint-stock companies and 10 foreigner joint venture and foreigner owned companies The dynamic of foreigner companies helped to increase competitiveness of market With increasingly severe competition in market, price-driven competition will not bring sustainable growth for insurance companies Therefore, improving service quality has become the goal of many insurance companies on the market After years working in United Insurance Company, I see that improving service quality is important and priority task of company Therefore, I chose the subject “Improving service quality: the case of United Insurance Company” as my master thesis 1.2 Objective of subject UIC was established in 1997, with 16 years old UIC is one of most mature insurer in Vietnamese insurance market According to business characteristic of company, UIC mainly focus on servicing Japanese client and most of them is longtime client, hence for many years, service quality has not been assessed and negatively affected In result, company has become more dependent on client, passive in client service, slow adoption to change and competitiveness of market UIC has very small market share and especially the growth rate of TIEU LUAN MOI download : skknchat@gmail.com Vietnamese client is rather low compared with competitors Therefore, company need to find the answer for the question “whether clients are satisfied with service quality of company or not? How much is satisfactory degree?” The objectives of subject are: - Defining a model to measure and evaluate non-life insurance service quality - Measure and evaluate insurance service quality of UIC - Propose solutions and recommendations to improve service quality of UIC 1.3 Scope and methodology of research 1.3.1 Scope of research In this subject, I research assessment of customer about UIC service Data collected is through conducting survey with client in some provinces of in the North of Vietnam Time of survey is in 2013 1.3.2 Method of research Utilized measuring model is based on SERVQUAL model adjusted by particulars of insurance service The process of research is shown as below: Preliminary research: is implemented through qualitative methods with technical discussions in group or duel This research will be used SERVQUAL model to establish preliminary scale of measurement of non-life insurance Formal research: is done by quantitative methods I used a questionnaire to investigate the assessment of client of insurance Service quality of UIC This study aims to adjust and test the draft scale to form official scale about insurance service quality Scale was assessed by Cronbach TIEU LUAN MOI download : skknchat@gmail.com alpha, EFA factor analysis, multi linear regression After this step, I can explore what are factors of service quality After testing, the scale will be used to analyze actual insurance service quality of UIC through descriptive statistic After this step, I can explore what is the current status of service quality of UIC Based on study results, I propose solutions and recommendations to improve service quality in the near future This process can answer the questions: What solutions should be made to improve insurance service quality of UIC? 1.4 Structure of thesis The thesis includes 05 chapters: Chapter 1: Overview of research subject; Chapter 2: Theoretical basis of service quality; Chapter 3: Research methodology and some preliminary result; Chapter 4: Analysis of the actual service quality of UIC; Chapter 5: The solutions and recommendations to improve the service quality of UIC in; and the conclusion outlined the major findings of the project TIEU LUAN MOI download : skknchat@gmail.com Thang đo lường Rất không đồng ý Rất đồng ý Số Nội dung UIC thực cam kết với khách hàng Đội ngũ nhân viên/ đại lý UIC có đạo đức nghề nghiệp sáng Thương hiệu UIC tạo an tâm cho khách hàng tham gia bảo hiểm Các loại hình bảo hiểm triển khai UIC đáp ứng đầy đủ nhu cầu bảo hiểm khách hàng 10 Nội dung điều khoản bảo hiểm UIC diễn giải dễ hiểu 11 Hình thức hợp đồng UIC chuẩn mực đẹp 12 Nhân viên/Đại lý UIC ln giải thích rõ nội dung điều khoản bảo hiểm khách hàng tham gia bảo hiểm 13 Các sách khuyến UIC hấp dẫn khách hàng 14 Nhân viên UIC có trình độ chun mơn cao 15 Số lượng nhân viên UIC đủ để giải nhanh nhu cầu khách hàng 16 Nhân viên UIC người có kinh nghiệm làm việc 17 Nhân viên UIC người có tác phong chuyên nghiệp, cẩn thận 18 Nhân viên UIC thường xuyên liên hệ với khách hàng để giải yêu cầu, khiếu nại 19 Thời gian giải công việc UIC nhanh chóng 20 UIC có nhiều hoạt động hỗ trợ khách hàng để phịng tránh rủi ro 21 Phí bảo hiểm UIC có thay đổi linh hoạt theo tình hình cạnh tranh 22 Các thủ tục quy định giải công việc UIC đơn giản 23 Khách hàng dễ dàng liên hệ với nhân viên/ đại lý UIC 24 Hình thức Văn phòng phục vụ khách hàng UIC gây ấn tượng tốt với khách hàng Thang đo 5 5 5 5 5 5 5 5 5 89 TIEU LUAN MOI download : skknchat@gmail.com 25 Ông (bà) hài lòng chất lượng dịch vụ bảo hiểm UIC Chúng chân thành cảm ơn hợp tác Ơng(bà) Chúng tơi hi vọng tiếp tục phục vụ cho Ông(bà) tốt 90 TIEU LUAN MOI download : skknchat@gmail.com Appendix 5: VARIABLE ENCODED TABLE Variable label REL1 Variable name COMMITMENT Variable content Implementation commitments REL2 ST ETHIC Ethics of staff / insurance agent REL3 BRAND Brand reputation of the insurance company RES4 PD DIVERSITY Diversity of insurance products RES5 IC TERM Content of insurance terms RES6 IC FORM Form of insurance contract RES7 ST INFO Information and advises about insurance products RES8 PROMOTION Promotions SC9 ST QUALIFICATION Qualified staff SC10 ST NUM Number of staff and agent network SC11 Working experience SC12 CC13 ST WORKING EXPERIENCE ST BEHAVIOR ST SPIRIT CC14 CL TIME Time of handling request/claim of client CC15 CS RISK PREVENT Risk prevention support for customer CSA16 PR FLEXIBILITY Flexibility of insurance premium CSA17 CS REGULATION Procedures regulated CSA18 OF NUM Offices and service network CSA19 OF FACILITY Office facility SFY20 SQ SATISFACTION Satisfaction degree of service quality TYP21 BUSINESS TYPE Business type of customer SIZ22 HUMAN SIZE Size of human resources CH23.1 CH FROM STAFF From staff/agent CH23.2 CH FROM PR/AD From public communication/ advertising CH23.3 CH FROM From promotion PROMOTION CH FROM SPONSOR From sponsorship CH23.4 BUY24.1 Behavior of staff Servicing spirit of staff Chose through insurance classes BUY24.2 BUY INSURANCE CLASS BUY PREM BUY24.3 BUY CLAIM Chose through claim survey and indemnity Chose through insurance premium 91 TIEU LUAN MOI download : skknchat@gmail.com BUY24.4 Chose through quality of staff/agent BUY24.5 BUY QUALIFICATION BUY OFFICE BUY24.6 BUY PROMOTION Chose through promotion program BUY24.7 BUY ADVERTISING Chose through communication and advertising CLS25.1 PRODUCT PERSON Personal Insurance CLS25.2 Property Insurance CLS25.3 PRODUCT PROPERTY PRODUCT CAR Factor RELIABILITY Factor formed from variables CL COMMIT, ST ETHIC, BRAND Factor REPONSIVENESS Factor formed from variables PD DIVERSITY, IC TERM, IC FORM, ST INFO, PROMOTION Factor CAPACITY Factor formed from variables ST QUALIFICATION, ST NUM, ST WORKING EXPERIENCE, ST BEHAVIOR Factor CUSTOMER CARE Factor formed from variables ST SPIRIT, CL TIME, CS RISK PREVENT Factor CONVENIENT ACCESS Factor formed from variables PR FLEXIBILITY, CS REGULATION, OF NUM, OF FACILITY Chose through offices/agent network Car Insurance 92 TIEU LUAN MOI download : skknchat@gmail.com Appendix 6: CRONBACH’S ALPHA TESTING RESULT Reliability Statistics Cronbach's Alpha N of Items 983 19 Item Statistics Mean Std Deviation N CL COMMIT 3.77 941 128 ST ETHIC 3.50 947 128 BRAND 3.56 929 128 PD DIVERSITY 3.23 900 128 IC TERM 3.09 984 128 IC FORM 3.23 1.006 128 ST INFO 3.12 1.108 128 PROMOTION 2.85 897 128 ST QUALIFICATION 3.44 945 128 ST NUM 2.92 944 128 ST WORKING EXPERIENCE 3.24 1.010 128 ST BEHAVIOR 3.51 931 128 ST SPIRIT 2.98 1.008 128 CL TIME 3.31 962 128 CS RISK PREVENT 3.03 996 128 PR FLEXIBILITY 3.38 1.094 128 CS REGULATION 3.35 961 128 OF NUM 2.99 960 128 OF FACILITY 3.05 991 128 93 TIEU LUAN MOI download : skknchat@gmail.com Item-Total Statistics Scale Scale Mean if Variance if Item Deleted Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted CL COMMIT 57.80 236.116 941 982 ST ETHIC 58.07 238.444 850 982 BRAND 58.01 242.134 734 983 PD DIVERSITY 58.34 239.800 846 983 IC TERM 58.48 237.621 845 983 IC FORM 58.34 237.330 835 983 ST INFO 58.45 232.454 903 982 PROMOTION 58.72 238.771 888 982 ST QUALIFICATION 58.13 239.943 798 983 ST NUM 58.65 239.096 829 983 ST WORKING EXPERIENCE 58.33 236.443 861 982 ST BEHAVIOR 58.06 238.768 854 982 ST SPIRIT 58.59 235.267 903 982 CL TIME 58.26 238.461 835 983 CS RISK PREVENT 58.54 235.479 908 982 PR FLEXIBILITY 58.20 233.025 898 982 CS REGULATION 58.22 237.574 868 982 OF NUM 58.58 237.143 884 982 OF FACILITY 58.52 235.622 907 982 Scale Statistics Mean Variance 61.57 264.200 Std Deviation 16.254 N of Items 19 94 TIEU LUAN MOI download : skknchat@gmail.com Appendix 7: EFA FACTORS ANALYSIS RESULT KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity 977 Approx ChiSquare 3.065E3 df 171 Sig .000 Communalities Initial Extraction Implementation commitments 1.000 901 Ethics of staff / insurance agent 1.000 851 Brand reputation of the insurance company 1.000 960 Diversity of insurance products 1.000 792 Content of insurance terms 1.000 869 Form of insurance contract 1.000 858 Information and advises about insurance products 1.000 845 Promotions 1.000 862 Qualified staff 1.000 883 Number of staff and agent network 1.000 874 Working experience 1.000 821 Behavior of staff 1.000 825 Servicing spirit of staff 1.000 874 Time of handling request/claim of client 1.000 898 Risk prevention support for customer 1.000 852 Flexibility of insurance premium 1.000 882 Procedures regulated 1.000 874 Offices and service network 1.000 832 Office facility 1.000 872 Extraction Method: Principal Component Analysis 95 TIEU LUAN MOI download : skknchat@gmail.com Component Matrixa Component Implementation commitments 948 027 000 -.046 008 Ethics of staff / insurance agent 866 052 -.044 -.304 061 Brand reputation of the insurance company 757 511 300 062 178 Diversity of insurance products 862 082 -.058 159 -.116 Content of insurance terms 862 195 -.212 191 -.087 Form of insurance contract 852 203 -.156 -.256 035 Information and advises about insurance products 914 007 006 -.005 092 Promotions 901 010 -.210 060 050 Qualified staff 818 -.282 301 179 112 Number of staff and agent network .847 -.273 -.073 016 276 Working experience 876 -.186 101 -.055 -.075 Behavior of staff 870 -.075 -.231 070 058 Servicing spirit of staff 914 -.139 -.028 014 132 Time of handling request/claim of client 852 -.105 137 -.167 -.339 Risk prevention support for customer 918 -.051 005 -.079 009 Flexibility of insurance premium 909 -.053 144 -.163 -.072 Procedures regulated 883 011 023 239 -.191 Offices and service network 898 001 -.069 060 -.131 Office facility 918 117 116 044 024 Extraction Method: Principal Component Analysis a components extracted 96 TIEU LUAN MOI download : skknchat@gmail.com Rotated Component Matrixa Component Implementation commitments 461 439 458 403 352 Ethics of staff / insurance agent 286 338 646 382 303 Brand reputation of the insurance company 294 219 267 192 847 Diversity of insurance products 610 337 270 361 321 Content of insurance terms 724 252 335 244 331 Form of insurance contract 402 209 664 304 345 Information and advises about insurance products 434 489 431 323 356 Promotions 596 426 461 240 235 Qualified staff 269 746 096 396 296 Number of staff and agent network .352 712 436 181 141 Working experience 350 518 341 522 205 Behavior of staff 581 466 442 226 156 Servicing spirit of staff 427 598 425 305 246 Time of handling request/claim of client 346 304 335 733 193 Risk prevention support for customer 410 468 457 418 286 Flexibility of insurance premium 304 436 432 555 324 Procedures regulated 631 392 157 450 310 Offices and service network 569 371 349 429 255 Office facility 443 424 344 382 482 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in 10 iterations 97 TIEU LUAN MOI download : skknchat@gmail.com Component Transformation Matrix Comp onent 510 489 442 424 355 176 -.632 120 -.207 716 -.552 228 -.437 414 530 563 241 -.726 -.291 111 -.294 502 267 -.722 262 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization Component Score Coefficient Matrix Component Implementation commitments -.030 -.015 125 035 047 Ethics of staff / insurance agent -.385 -.150 691 066 -.012 Brand reputation of the insurance company -.266 -.071 -.163 -.270 1.153 Diversity of insurance products 453 -.154 -.278 Content of insurance terms 707 -.296 -.136 -.215 -.018 Form of insurance contract -.104 -.378 726 -.078 023 Information and advises about insurance products -.057 152 100 -.152 105 350 013 171 -.325 -.174 Promotions Qualified staff -.279 754 -.587 Number of staff and agent network -.162 676 Working experience -.172 142 -.068 Behavior of staff 055 055 007 185 223 -.520 -.192 380 -.148 359 109 162 -.342 -.294 Servicing spirit of staff -.061 357 100 -.229 -.079 Time of handling request/claim of client -.139 Risk prevention support for customer -.111 053 165 089 -.048 Flexibility of insurance premium -.345 -.037 117 451 -.364 -.080 1.001 -.230 038 98 TIEU LUAN MOI download : skknchat@gmail.com Procedures regulated 504 -.091 -.580 253 -.009 Offices and service network 315 -.155 -.111 179 -.142 -.040 029 -.130 Office facility 016 337 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization Component Scores Component Score Coefficient Matrix Component 047 Implementation commitments -.030 -.015 125 035 Ethics of staff / insurance agent -.385 -.150 691 066 -.012 Brand reputation of the insurance company -.266 -.071 -.163 -.270 1.153 Diversity of insurance products 453 -.154 -.278 Content of insurance terms 707 -.296 -.136 -.215 -.018 Form of insurance contract -.104 -.378 726 -.078 023 Information and advises about insurance products -.057 152 100 -.152 105 350 013 171 -.325 -.174 Promotions Qualified staff -.279 754 -.587 Number of staff and agent network -.162 676 Working experience -.172 142 -.068 Behavior of staff 055 055 007 185 223 -.520 -.192 380 -.148 359 109 162 -.342 -.294 Servicing spirit of staff -.061 357 100 -.229 -.079 Time of handling request/claim of client -.139 Risk prevention support for customer -.111 053 165 089 -.048 Flexibility of insurance premium -.345 -.037 117 451 -.364 -.080 1.001 -.230 038 Procedures regulated 504 -.091 -.580 253 -.009 Offices and service network 315 -.155 -.111 179 -.142 -.040 029 -.130 Office facility 016 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization Component Scores 99 TIEU LUAN MOI download : skknchat@gmail.com 337 Appendix 8: MULTI LINEAR REGRESSION RESULT Correlations Satisfaction degree of RELIABIL REPONSIVEN CUSTOMER CONVENIENT service quality ITY ESS CAPACITY CARE ACCESS Satisfaction Pearson degree of service Correlation quality Pearson Correlation 000 000 000 000 000 128 128 128 128 128 128 314** 369** 508** 363** 541** 000 000 000 000 128 128 128 128 128 128 425** 369** 000 000 000 Sig (2tailed) 000 000 1.000 1.000 1.000 N 128 128 128 128 128 128 317** 508** 000 000 000 000 000 1.000 1.000 1.000 128 128 128 128 128 128 415** 363** 000 000 000 000 000 1.000 1.000 128 128 128 128 128 128 852** 541** 000 000 000 000 000 1.000 1.000 1.000 128 128 128 128 128 Pearson Sig (2tailed) N Pearson Correlation Sig (2tailed) N CONVENIENT ACCESS 314** N Correlation CUSTOMER CARE 415** 000 Correlation CAPACITY 317** Sig (2tailed) REPONSIVENES Pearson S 425** Sig (2tailed) N RELIABILITY 825** Pearson Correlation Sig (2tailed) N 1.000 100 TIEU LUAN MOI download : skknchat@gmail.com 128 Correlations Satisfaction degree of RELIABIL REPONSIVEN service quality Satisfaction Pearson Pearson Correlation Sig (2tailed) N CARE ACCESS 317** 415** 314** 000 000 000 000 000 128 128 128 128 128 128 314** 369** 508** 363** 541** 000 000 000 000 000 128 128 128 128 128 128 425** 369** 000 000 000 000 000 1.000 1.000 1.000 128 128 128 128 128 128 317** 508** 000 000 000 Sig (2tailed) 000 000 1.000 1.000 1.000 N 128 128 128 128 128 128 415** 363** 000 000 000 Sig (2tailed) 000 000 1.000 1.000 N 128 128 128 128 128 128 852** 541** 000 000 000 Sig (2tailed) 000 000 1.000 1.000 1.000 N 128 128 128 128 128 REPONSIVENES Pearson S Correlation Sig (2tailed) N CAPACITY CAPACITY 425** tailed) RELIABILITY ESS 825** degree of service Correlation quality Sig (2- N ITY CUSTOMER CONVENIENT Pearson Correlation CUSTOMER Pearson CARE Correlation CONVENIENT Pearson ACCESS Correlation 1.000 ** Correlation is significant at the 0.01 level (2-tailed) 101 TIEU LUAN MOI download : skknchat@gmail.com 128 Model Summary Model Std Error of the Adjusted Estim R Square R Square ate R 862a 743 732 Change Statistics R Square Change 514 F Change 743 df1 70.531 df2 Sig F Change 122 000 a Predictors: (Constant), CONVENIENT ACCESS, CUSTOMER CARE, CAPACITY, REPONSIVENESS, RELIABILITY ANOVAb Sum of Squares Model df Mean Square Regression 93.098 18.620 Residual 32.207 122 264 125.305 127 Total F Sig 70.531 000a a Predictors: (Constant), CONVENIENT ACCESS, CUSTOMER CARE, CAPACITY, REPONSIVENESS, RELIABILITY b Dependent Variable: Satisfaction degree of service quality Coefficientsa Unstandardized Coefficients Model B (Constant) RELIABILITY REPONSIVENESS CAPACITY CUSTOMER CARE CONVENIENT ACCESS Standardized Coefficients Std Error 3.211 Beta 045 t Sig 70.704 3.205 137 043 176 080 039 091 245 042 297 7.266 2.047 5.818 197 040 252 4.986 311 043 382 2.047 7.266 a Dependent Variable: Satisfaction degree of service quality 102 TIEU LUAN MOI download : skknchat@gmail.com 000 000 042 005 080 002 103 TIEU LUAN MOI download : skknchat@gmail.com ... Gronroos opinion of the technical quality (the results of the service) and functional quality (quality of transaction) The third dimension is the physical environment of the service Each of these dimensions... systematizes the theories regarding services and the nature of the service; points out the different views about service quality, service quality factors and measurement of service quality, stated the. .. from the preliminary study, from which I build the model of insurance service quality as follow: Reliability of insurance service Responsiveness of insurance company Insurance service quality Service