Service quality in digital insurance

Businesses operating in the service sector must struggle against the challenging conditions of competition in order to maintain their continuity in an intensely competitive environment. By combating this intensive competition, it is necessary to provide quality service in order to be affected from the negativities created by the competition. The number of enterprises operating in the insurance sector is increasing day by day. Insurance companies who wish to maintain their presence in the sector should provide quality services to meet the needs of customers. Along with the digital transformation movement that started in the insurance sector, companies, social media, mobile applications and web sites are trying to respond to the needs of customers. This research was carried out to determine the service quality of digital insurance channels. The data included in the study was collected from the customers of an insurance company with agency in İzmir, Kütahya, Afyonkarahisar. The service quality of digital insurance was measured by SERVQUAL method. As a result of the factor analysis; physical characteristics, reliability, enthusiasm, trust, empathy and the quality of service that affect the quality of the statements are divided into 5 dimensions. Keywords: Digital Insurance, Service Quality, Insurance Sector, Social Media, Mobile Application