AUTHORS: Paulo M. Salvaloza, Jodelfa A. Adonga, Dheniela E. Dahang, Cheryme G. Ilogon
College of Business Management Education, PECIT, Agusan del Norte 8600 Philippines
https://orcid.org/0009-0006-3461-6892
Corresponding Author: Rodelio B. Pasion,PhD
rbpasionedutech@gmail.com
https://orcid.org/0000-0003-1217-5441
Keywords: Service Quality, Non-Life Insurance, Reliability, Responsiveness,
Assurance, Empathy, Tangibles, Descriptive Design, Philippines
ABSTRACT
Providing excellent service in non-life insurance is crucial. It makes customers happy,
keeps them returning, and sets companies apart. This study determined the service
quality of non-life insurance companies in Butuan City, Philippines. A pure descriptive
research design was used for this study. The researchers surveyed insured (30) and
prospect clients (30) to gather diverse perspectives aligned to the five dimensions of
service quality: reliability, responsiveness, assurance, empathy, and tangibles.
Frequency and Percentage were used to determine the Percentage from the profile of
the insured and prospective clients; the Mean was also used to determine the average
measured in the study variables. The study showed that assurance was rated the
highest among the five service quality dimensions. At the same time, reliability and
responsiveness offered straightforward ways for the insurance companies to improve
for insured and prospective clients. Non-life insurance companies can strengthen
customer loyalty and satisfaction by speeding up claims processing and being more
responsive.
