The impact of service quality on the satisfaction of customers with the civil liability of car owner insurance
Published: July 30, 2026
Abstract
This study evaluates the impact of service quality on the satisfaction of customers with the civil liability insurance for car owners by surveying 320 car owners. Cronbach's Alpha, exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and multiple regression analysis are used in this study. The study's results show that the corporate image does not impact customer satisfaction, while the factors of responsiveness, service capacity, accessibility, consulting ability, technical services, reliability, and information technology affect customer satisfaction at different influencing levels.
Keywords
service qualitysatisfactioninsurancecivil liability
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