The study of the relation between service quality and customer satisfaction the based on SERVQUAL model

The present study aims at determining the quality of services based on SERVQUAL model and its relationship with customer satisfaction in insurance companies. The research method was Applied and survey and casual-comparative method and the data are collected from 800 customers entitled to claim on the auto insurance from a public and private sector insurance. Using stratified and simple random sampling methods, a total of 400 customers were randomly selected for the purpose, i.e. 200 customers from each one of the sectors. The research instruments were three questionnaires whose reliability for public sectors was 0.81, 0.75 and 0.76, respectively and their validity is verified based on content method. The data was analyzed using Normality test, Spearman Correlation, ANCOVA, T-test and Regression analysis. The results indicate that there is a significant difference between service quality and customer satisfaction in the public and private sectors and the service quality and customer satisfaction in the public sector is better than those in the private sector.