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Abstract
Service quality is a decisive factor for the survival of insurance businesses. Therefore, this study was carried out to assess customer satisfaction with the quality of non-life insurance services of PVI Quang Binh Company, identify the influencing factors, and thereby help this company find more reasonable solutions to improve customer satisfaction in the coming time. Through the process of surveying, analyzing and evaluating the opinions of 145 customers who are using the company's non-life insurance services, this study has identified 5 factors that have an impact on customer satisfaction about the quality of its non-life insurance services, arranged in descending order: tangibility, empathy, responsiveness, reliability and serviceability.