Perception of a Marine Insurance Company – a Case Study

Abstract

The purpose of this study was to investigate customers´ expectations and perceptions of service when signing Hull and Machinery insurance with the investigated marine insurance company and the company had the lead of the insurance. Another aim was to find out which service dimension customers see as most important when signing Hull and Machinery insurance. To determine customers´ expectations and perceptions of service received from the investigated marine insurance company a quantitative survey was applied. The SERVQUAL model was used in the survey. The survey was sent out by e-mail to customers of the marine insurance company that signed Hull and Machinery insurance during 2011 and with a gross tonnage over 500. The survey was conducted as a web-based survey. The result of the Gap Analysis shows that the gap between customers´ expectations and perceptions of service from the investigated company has been concluded and shows a positive result. The result shows that customers are satisfied with the service received from the company. The dimensions that customers are most satisfied with are Assurance and Tangible. The most important service dimension to customers when signing the Hull and Machinery insurance is Reliability. Also Responsiveness is an important service dimension while Tangibles, Assurance and Empathy have less influence when signing Hull and Machinery insurance.