One of the greatest challenges the European Union is facing nowadays is the current demographic changes. The issue of ageing population is gaining popularity also in the light of economic research. The aim of this study is to examine the perception of mature consumers (understood, for the purposes of this study, as born before 1967) of the quality of property insurance, with a particular emphasis on the claim settlement aspect. Information on how mature customers perceive the quality of insurance is important both from the perspective of insurance companies and insurance intermediaries. The former are developing and improving a tailored range of products for specific customer groups, as competition on the insurance market is constantly growing. Insurance sales have become computerised. Insurance agents have to constantly adapt the methods of acquiring clients to the changing needs of the latter; the needs and perception of insurance products and services differ across age groups.
The study was conducted in the years 2016–2017 by means of the CAWI (Computer Assisted Web Interview) and PAPI (Paper and Pen Personal Interview) techniques. The questionnaire was completed by 388 residents of Lubelskie Voivodship whose selection was based on a quota sampling. The results of the survey were analysed with the application of an ordered logit model, in which quality aspects (such as the access to information, availability of the liquidator, etc.) were used as dependent variables, while socio-economic features (i.e. age, sex, place of residence, income, etc.) as regressors. The study showed that in addition to immanent product features, high compensation is most important to the respondents. Respondents perceiving their financial situation as satisfactory tend to assess the technical aspects of the damage liquidation process as less important than those with lower income, while older surveyees perceive the issue of insurance formalities as much more vital than younger respondents.
quality, insurance, ordered logit model, property insurance, mature customers
C59, D12, G22
Bednarczyk, T. H., Jańska, A., Krzyszczak, B. (2016). Funkcja kompensacyjna regresu na przykładzie ubezpieczeń OC posiadaczy pojazdów mechanicznych. Zarządzanie i Finanse. Journal of Management and Finance, 14(3/1), 5–21.
CBOS. (2016). Korzystanie z internetu. Komunikat z badań nr 92/2016. Warszawa: Centrum Badania Opinii Społecznej.
Domańska, A., Lewicka, B. (2017). Metodyczne uwarunkowania badań dotyczących aktywności ekonomicznej osób w wieku 50+ z województwa lubelskiego. In: A. Korzeniowska, W. Misterek (ed.), Aktywność ekonomiczna osób w wieku 50+ w województwie lubelskim (p. 9–18). Lublin: Wydawnictwo UMCS.
Eckardt, M., Räthke-Döppner, S. (2010). The Quality of Insurance Intermediary Services-Empirical Evidence for Germany. Journal of Risk and Insurance, 77(3), 667–701. DOI: 10.1111/j.1539 -6975.2010.01361.x.
Garczarczyk, J. (2002). Jakość usługi ubezpieczeniowej jako przesłanka zarządzaniem zakładem ubezpieczeń. In: T. Sangowski (ed.), Ubezpieczenia w gospodarce rynkowej (p. 313–314). Bydgoszcz, Poznań: Oficyna Wydawnicza Branta.
Garczarczyk, J. (2003). Zarządzanie jakością usług. Gazeta Bankowa, (23), 30–31.
Gayathri, H., Vinaya, M. C., Lakshmisha, K. (2005). A Pilot Study on The Service Quality of Insurance Companies. Journal of Services Research, 5(2), 123–138.
Handschke, J. (1974). Efektywność ochrony ubezpieczeniowej w teorii i praktyce. Ruch Prawniczy, Ekonomiczny i Socjologiczny, (4), 209–227.
Harrison, T. (2003). Editorial: Understanding the behaviour of financial services consumers: A research agenda. Journal of Financial Services Marketing, 8(1), 6–10. DOI: 10.1057 /palgrave.fsm.4770102.
Hosmer, D. W., Lemeshow, S., Sturdivant, R. X. (2013). Applied Logistic Regression: Third Edition. Hoboken, New Jersey: John Wiley & Sons.
Iwko, J. (2007). Jakość usług ubezpieczeniowych. Problemy Jakości, 39(2), 35–38.
Jańska, A., Kędra, A. (2019). Factors determining the purchase of insurance products. Econometrics. Ekonometria, 23(1), 19–28. DOI: 10.15611/eada.2019.1.02.
Leśniak, D., Sienicka, E., Wojno, B. (2014). Zakłady ubezpieczeń i ich usługi. Nadzór, licencje, produkty. Warszawa: Komisja Nadzoru Finansowego.
Nowogródzka, T., Rembisz, W. (2015). Analiza marketingu usług ubezpieczeniowych. Zeszyty Naukowe Uniwersytetu Przyrodniczo-Humanistycznego w Siedlcach: Seria: Administracja i Zarządzanie, (105), 141–153.
Rogowski, S. (2018). Jakość usług ubezpieczeniowych. Downloaded from: https://rf.gov.pl/publikacje/artykuly-pracownikow-i-wspolpracownikow/_Jakosc_uslug_ubezpieczeniowych_-_PUSiG_7_00__261 (access: 18.06.2018).
Siddiqui, M. H., Sharma, T. G. (2010). Analyzing customer satisfaction with service quality in life insurance services. Journal of Targeting, Measurement and Analysis for Marketing, 18(3–4), 221–238. DOI: 10.1057/jt.2010.17.
Tsoukatos, E., Rand, G. K. (2006). Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance. Managing Service Quality: An International Journal, 16(5), 501–519. DOI: 10.1108/09604520610686746.
Wells, B. P., Stafford, M. R. (1995). Service quality in the insurance industry: Consumer perceptions versus regulatory perceptions. Journal of Insurance Regulation, 13(4), 462–477.
Witkowska, J. (2010). Ocena jakości usługi ubezpieczeniowej w opinii klientów. Rozprawy Ubezpieczeniowe, 9(2), 107–119.
Wyrębek, H. (2011). Zarządzanie jakością usług ubezpieczeniowych. Zeszyty Naukowe Uniwersytetu Przyrodniczo-Humanistycznego w Siedlcach: Seria: Administracja i Zarządzanie, 16(89), 181–195.
