Calidad en el servicio de las empresas aseguradoras del municipio libertador del estado Mérida

Abstract

The insurance industry worldwide including Venezuela has experienced considerable growth marked by a highly competitive environment. This reality makes it necessary to stay in business of providing quality services. In this sense, this study aims to determine the quality of services offered by insurance companies of the Libertador municipality, Merida state. It was developed for this purpose, a documentary, descriptive and field research based on the model SERVQUAL. The instrument applied to customers of insurance companies of Libertador municipality, was the one provided by this model, with some adaptations. In general, it is concluded that there is a shortage or lack of quality in the service provided by insurance companies in the Libertador municipality of Merida state. Regarding the hierarchy of the analyzed attributes, the responsiveness is what ranks first in importance for customers, followed by reliability, security, tangibility and empathy. The best evaluated attribute was tangibility. These findings are a source of information for making decisions aimed improving to service’s quality, prioritizing the most important for clients.