THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN CIVIL LIABILITY INSURANCE MOTORBIKE OWNERS

Abstract

Service quality measurement is the method to improve service quality, enhancing customers’ satisfaction and promote consumer purchase behavior. The paper pointed out that in terms of civil liability insurance for motorbike owners, in order to meet the customers’ satisfaction, businesses have to focus on the most important factors; which are Consulting capacity, Service accessibility, Responsibility, Service capacity, Service Engineering and Reliability, thereby promoting proactive behavior to participate in civil liability insurance for motorbike owners.