The Study of Personnel Satisfaction under Insurance Covering Based on SERVQUAL Model (case study of insurance institution affiliated to armed forces)

Today in regard to personnel increasing anxieties about living conditions and profession prospective and close relationship of personnel profession satisfaction to organization client's satisfaction, provision of suitable insurance services by organizations has become a major principle. Therefore in this research the percentage of armed forces personnel satisfaction from services of one of affiliated insurance institution are studied and the perception and the expectation of clients are analyzed. This is an applied research and its nature and method is analytical and descriptive and its type is metric. Statistical population are all assured of organization affiliated to armed forces and 3000 persons are statistical population and the sample is 190 persons. The questionnaire measuring tool is SERVQUAL standard which its credibility and validity are confirmed through similar researches. Exploratory analyses are used to define the characteristics of testees and questionnaire questions and paired samples t test for illative analysis by SSPS software is used. The research results indicated that there are greet difference between perception and expectation of assured about services that they have received. therefore the afore mentioned organization has not been able to fulfil the expectation of its clients satisfactorily. The results of research indicated that the assured personnel satisfaction level from that organization in dimensions such as tangibility, reliability, responsiveness, trustworthiness and empathy are less than the expected level of assured personnel and current condition will not satisfy them.