Volume 13, Issue 1 (2024)
QJIA 2024, 13(1): 88-104 |
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Ghanbari G, Amirhossein A, Mirakzadeh A A. Farmers' satisfaction with the quality of services of Kermanshah Agricultural Insurance Companies. QJIA 2024; 13 (1) :88-104
URL: http://journal.sbkiran.ir/article-1-265-en.html
URL: http://journal.sbkiran.ir/article-1-265-en.html
Abstract: (247 Views)
The study's objective is to investigate farmers' satisfaction with the quality of services provided by agricultural insurance companies in Kermanshah province. It utilized a descriptive survey research method, with the statistical population being agriculture, horticulture, and livestock insurers in Kermanshah Province, numbering 18,391 individuals. The study employed a multi-stage sampling technique to select 377 participants. Data was collected through a researcher-generated questionnaire designed to measure satisfaction levels across five dimensions - tangibles, reliability, responsiveness, assurance, and empathy, consisting of 27 items.The research revealed that policyholders mainly acquired their insurance information from insurance companies, agricultural jihad organizations, friends, and acquaintances, with radio, rural cooperatives, and promotional publications playing a less significant role in providing insurance-related information. Brokers selected by insurance companies were ranked lowest among insurance information sources by policyholders. The study determined that insurers' overall satisfaction levels were moderate, with higher dissatisfaction in terms of facilities and equipment, and lower dissatisfaction with confidence.Furthermore, the research findings showed significant differences in satisfaction levels based on the type of insured product. Farmers and gardeners had different satisfaction levels compared to ranchers. These results suggest potential ways for improvement in the quality of insurance services by agricultural insurance agents based on the identified dimensions. It is important for insurance providers to use the research outcomes to enhance service quality, ultimately benefitting the farmers in the region.
Keywords: Insurance, Quality of service, SERVPERF model, Agricultural insurance, Satisfaction of insurer, Risk management.
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