Improving service quality. The case of United Insurance Company

Tóm tắt Improving service quality. The case of United Insurance Company: ...rvice quality .................................................................................. 6 2.2.2. Factors of service quality ..................................................................................... 8 2.3. SERVICE QUALITY MEASUREMENT .............................................................................. 31 4.1.2. Business overview ............................................................................................... 32 4.2. SUMMARY OF QUANTITATIVE RESEARCH RESULT ........................................................ 37 4.2.1. Sample description ............................................................................. 68 5.2.4. Improving customer care .................................................................................... 70 5.3. RECOMMENDATION ....................................................................................