Determination of citizens 'perception of damage processes in traffic and insurance branches (Uşak case)

In an environment where competition has increased in the national and international field has increased due to globalization, both the works on the service quality of the companies and the expectations of the insured regarding the management of the claims processes of the companies have started to change. In order to avoid economic losses and deterioration of the economic balance in the country, and to survive in the competitive environment, insurance companies should constantly research what their customers expect and give them direction accordingly. In this study, the perceptions of the citizens about the claims processes in the traffic and motor own damage branches were investigated. The data of the study were obtained by the survey technique and convenience sampling method. Individuals' perceptions and attitudes towards damage processes in traffic and automobile insurance branches were measured with the scale included in the questionnaire. Perceptions and attitudes towards damage processes were revealed by exploratory factor analysis. Other variables of the study consist of variables regarding traffic insurance or motor own damage situations. The compatibility or relationships between the perceptions and attitudes revealed by exploratory factor analysis and the characteristics (categories) of the research variables were examined by multiple cohesion analysis. According to the results obtained, it has been observed that married and female individuals with a high level of education trust more in insurance systems and find them useful. People who have bought insurance products before have a high perception of abuse. It has been observed that single, male and younger people than other participants rely less on insurance systems and find these systems slow and expensive.