Abstract

ROMERO,, Gerardo E  and  ROMERO, Jorge L. Satisfacción de clientes externos de las empresas aseguradoras en el municipio Maracaibo. Revista de Ciencias Sociales [online]. 2006, vol.12, n.3, pp.581-591. ISSN 1315-9518.

The general purpose of this paper was to determine the level of external customers’ satisfaction regarding services offered by insurance companies in the municipality of Maracaibo. The project had a descriptive, non-experimental, applied fieldwork design. Specific goals sought to identify the components of quality that determined external customer satisfaction with insurance companies and to identify the factors that influenced customers’ purchasing behavior. Basic traits of the elements producing customer satisfaction were determined. Results showed that the satisfaction levels of the insurance companies’ external customers can be considered moderate, with low ranges in some aspects of service quality, specifically regarding trustworthiness, response and tangibility; among the greatest strengths were aspects of security and empathy.

Keywords : Satisfacción al cliente; calidad de servicio; atención al cliente; empresas aseguradoras.

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