Service quality, corporate reputation and value : a study of their significance to a Maltese insurance organisation

Abstract

In today's tmarket, service firms need to look beyond traditional means to sustain an aggresive growth strategy. Service Quality is one area where a service organisation can gain competitive advantage. Corporate Reputation and an understanding of the Perception of Value in its offering are also essential. The hypothesis that, as the level of Service Quality increases, the firm's Corporate Reputation is positively affected is tested. Results confirm that a strong relation exists and that Service Quality explains 75% of Corporate Reputation. An insight into the Perception of Value in an insurance offering is sought and finally the implications for management are discussed.