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Service quality has been increasingly identified as a key factor in differentiating service products and in building competitive advantage. However, the differences of opinion between customers and service providers in the same industry have not received much attention in the literature. Therefore, to gain further insight into the development of service delivery in the insurance industry, differences between customers and service providers' perspectives need to be explored. / The study design used in this research was twofold. First, quantitative research was conducted in which customers and providers were participants. The conceptual model involved a comparison between customers and service providers' perceptions of the attributes of service delivery in the auto insurance industry. Moreover, a conceptual model of the determinants of different perceptions regarding six attributes; customer expectation, customer experience, customer perceived service quality, perception of corporate image, customer satisfaction and customer repurchase intention- are proposed and discussed. Both customers and service providers in the auto insurance industry were asked questions based on the same components of service delivery and related attributes. The first phase of the research, a quantitative based mail administered survey, was undertaken; four hundred and six questionnaires were sent to customers and one hundred sent to service providers in the auto insurance industry in Thailand. The results show that there are significant differences between customer and service provider perceptions concerning customer experience, customer perceived service quality, perception of corporate image, customer satisfaction and customer repurchase intention. / The second phase of the research involved a qualitative study using nine managers in the auto insurance industry in Thailand. Due to the exploratory nature of this research, face-to-face interviews were used to investigate five important dimensions of service quality in management in the auto insurance industry in Thailand. Further interviews were sought to investigate the conceptualization and measurement of customer satisfaction, service quality, repurchase intention and its importance to the auto insurance industry. Then, qualitative research by face-to-face interviews was used to illuminate various issues previously identified, and analysed the different perceptions between samples and examined the means to narrow the differences. The research disclosed that the reliability dimension is the important factor in implementing service quality in the auto insurance industry in Thailand. Results from the qualitative study also suggested that auto insurance companies in Thailand should be developing marketing strategies more focused on the needs of customers and thereby improve customer satisfaction. The results are of significance to operators in that they clearly identify the managerial implications of providing quality service to enhance customer satisfaction and with it customers' repurchase intention in auto insurance in Thailand. / Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2005.

Diss. (sammanfattning)--Göteborg : University, 2002. / Härtill 5 uppsatser.

Thesis--PlanB (M.S.)--University of Wisconsin--Stout, 1998. / Includes bibliographical references.

Thesis (doctoral)--Universität Erlangen.

Thesis (doctoral)--Universität Hamburg, 1929. / Includes bibliographical references (p. 3-4).

Thesis--Handelshögskolan, Stockholm. / Includes bibliographical references (p. 219-222).

Thesis (Ph. D.)--University of Wisconsin--Madison, 1975. / Typescript. Vita. eContent provider-neutral record in process. Description based on print version record. Includes bibliographical references (leaves 223-226).

M.B.A. / Currently in the long-term insurance and investment industry, the failure rate of brokers and agents are so high that thousands of rands are lost every month in training and development of these consultants. "The average cost to bring an agent through the first four critical years in the business can be as high as $250,000 in some companies" (King, 1999:7). Brown and Hinchcliffe, (1999:16), acknowledges that the turnover rate is approximately fifty percent within the first year of a new recruit joining the industry. These statistics indicate that the cost and failure rate of consultants could have a significant impact on the profitability of an insurance company. But when does a consultant actually fail? Failure of a consultant results when he/she does not achieve contract status (i.e. has low levels of production) as well as a consultant that resign from the industry by cancelling his/her contract to promote and sell insurance and investment products with a life insurance company. Considering the statement by King (1999:7), that insurance companies spend fortunes on training, this must aid in reducing the failure rate of consultants. It is believed that the support staff and business principles of Liberty Life Association of Africa Limited (Liberty) are of high standard and that the formal training received by new recruits are also of the highest standards (including methods of training) (Dotta, 1999:100). Furthermore, the training programmes and curriculum are governed by law to meet governmental regulations. Thus the question is posed: If the support services, training and development is fulfilling the needs that new and existing consultants might need to succeed, why then is there still such a high failure and turnover rate of financial consultants within Liberty? To determine possible factors that can cause failure it is necessary to analyse the insurance industry as well as the nature of the consultants' duties. This will enable a fundamental understanding of the career as well as the people performing the tasks thereof. The aim of this research project is to analyse current employee data, recruiting and management procedures so as to establish possible trends for successful recruiting and management of fmancial consultants in the insurance industry with particular reference to Liberty Life.

M.Bibl. / Information is increasingly recognised and managed as a resource. In any organisation it contribute directly to the performance of all functions. The purpose of this study was to use Burk and Horton's methodology to conduct an information audit to an assurance enterprise to identify the company's strategic information. This was to prove the importance of information as a corporate resource for competitive advantage. A literature study was undertaken as well as an overview of the method and results of an information audit. The information audit was only done for the library and the law administration department. The literature study gave the necessary overview of the information audit method, but the empirical investigation provided the value of the information. Information was collected on three different forms. The first was the inventory which was divided in three sections: sources, services and systems. The second form was the file surrogate card, which contained all the information of the law files. The third form was a questionnaire to establish the information needs of the users as well as the availability of the information they need to fulfil their tasks. The information flow was also monitored in the company. Although the "lnfoMap" -method of Burk and Horton was used, it was discovered that this method had several shortcomings regarding the practical application, such as the calculation of the monetary value of the information. After an analysis of the research results it is evident from the shortcomings and needs that have come to light regarding the management, objectives, use, value and cost of information assets that it is necessary to formulates an information policy and that the conclusion can be drawn that the information audit provides meaningful data that can serve as the starting point for developing a formal information management plan for this insurance company.