Analysis of processes in insurance on the basis of GAP model of quality management

• Autorzy: Klementová, J. , Sedliačiková, M.
• Języki publikacji: EN

Abstrakty

EN

Insurance is an area that affects all areas of economics - businesses and citizens, too. The aim of this paper is to analyze the processes of customer requirements processing through GAP model in insurance. This model reveals the single critical points where gaps can arise among the requirements of customers and their understanding from the view of management in the process of creation and providing of services. An attention is paid to the issue of internal and external communication, too. Whereas, insurance are purely intangible services, communication has a direct impact on the perception and evaluation of quality of service from the side of customers. This can be reflected in the final quality perception as a certain level of customer satisfaction or dissatisfaction.

Słowa kluczowe

EN

quality of services; processes in insurance; quality management; communication; customer satisfaction; insurance

• Czasopismo: Annals of Warsaw University of Life Sciences - SGGW. Forestry and Wood Technology
• Rocznik: 2014
• Tom: No. 88
• Strony: 102--106
• Opis fizyczny: Bibliogr. 6 poz.

Twórcy

autor

Klementová, J.

• Department of Business Economics, Technical University, Zvolen, Slovakia

autor

Sedliačiková, M.

• Department of Business Economics, Technical University, Zvolen, Slovakia

Bibliografia

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• 4. NENADÁL, J. et al. 2008. Moderní management jakosti. Praha: Management Press, 2008 377 s. ISBN 978-80-7261-186-7.
• 5. ŠATANOVÁ, A. at al. 2008. Manažérstvo kvality. Zvolen: Technická univerzita voZvolene, 2008. 353 s. ISBN 978-80-228-1928-2.
• 6. ŠATANOVÁ, A., GEJDOŠ. 2011. Zavádzanie spoločného systému hodnotenia kvality(modelu CAF) na vysokých školách. Vedecká monografia. Zvolen: Technickáuniverzita vo Zvolene, 2011. 99 s. ISBN 978-80-228-2198-8.