Service Quality Measures in the Life Insurance Sector in Poland and the USA: Preliminary Comparative Assessment

  • Jarosław Przybytniowski


The article presents the method of measuring the bancassurance quality of life insurance service offered to individual customers residing in Poland and in USA in the years 2018 and 2019. There exist inherent discrepancies between per-ceptions and expectations regarding the level of the service offered. Moreover, this study presents both pros and cons of this method. It is extremely important to know this service quality method in the context of systematically changing customer requirements and expectations. The popularity of this method makes it widely used. On the basis of the re-search conducted, we can conclude that it is possible to measure the level of customer satisfaction. High insurance ser-vice quality is a condition necessary to retain customer loyalty and satisfaction.