The model for assessing the quality of insurance services in the Polish market

Joanna Iwko

Abstract

The dissertation is a multi-faceted theoretical and empirical study devoted to capabilities model shots of the quality of insurance services on the Polish market. The aim of dissertation is to systematize and analyze the elements shaping the quality of insurance services and affecting its assessment from the point of view of customers, insurance companies and their environment. The result is a proposal for a model for assessing the quality of insurance services, which includes three elements: the insurance company, its environment and clients (a describing qualitative model). The study attempts to assess the quality of insurance services from the perspective of insurance companies - through analysis of general conditions of insurance, their environment - through analysis of the complaints reported to the Insurance Ombudsman and clients - through analysis of the results of the surveys relating to insurance awareness of clients and the quality of insurance services. Board literature studies, carried out research and many years of experience of the author acquired working in the insurance company and cooperation with the Insurance Ombudsman have allowed to draw a number of conclusions concerning the theory and practice of insurance
Diploma typeDoctor of Philosophy
Author Joanna Iwko (MISaF / IZF / KU)
Joanna Iwko,,
- Katedra Ubezpieczeń
Title in EnglishThe model for assessing the quality of insurance services in the Polish market
Languagepl polski
Certifying UnitFaculty of Management, Information Systems and Finance (MISaF)
Disciplinefinanse / nauki ekonomiczne(nauki ekonomiczne) / nauki społeczne()
Defense Date10-06-2015
End date18-06-2015
Supervisor Wanda Ronka-Chmielowiec (MISaF / IZF / KU)
Wanda Ronka-Chmielowiec,,
- Katedra Ubezpieczeń

Internal reviewers Grażyna Woźniewska (MISaF / IZF / KB)
Grażyna Woźniewska,,
- Katedra Bankowości
External reviewers Stanisław Wanat
Stanisław Wanat,,
-
Pages317
Keywords in Englishquality of insurance services, insurance company, environment of insurance company, clients of insurance company, insurance awareness
Abstract in EnglishThe dissertation is a multi-faceted theoretical and empirical study devoted to capabilities model shots of the quality of insurance services on the Polish market. The aim of dissertation is to systematize and analyze the elements shaping the quality of insurance services and affecting its assessment from the point of view of customers, insurance companies and their environment. The result is a proposal for a model for assessing the quality of insurance services, which includes three elements: the insurance company, its environment and clients (a describing qualitative model). The study attempts to assess the quality of insurance services from the perspective of insurance companies - through analysis of general conditions of insurance, their environment - through analysis of the complaints reported to the Insurance Ombudsman and clients - through analysis of the results of the surveys relating to insurance awareness of clients and the quality of insurance services. Board literature studies, carried out research and many years of experience of the author acquired working in the insurance company and cooperation with the Insurance Ombudsman have allowed to draw a number of conclusions concerning the theory and practice of insurance
Thesis file
Iwko_J_Model_Oceny_Jakosci_Uslug_Ubezpieczeniowych.pdf 6,66 MB

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