The Management Factors Affecting the Service Quality of Non-Life Insurance Business in Thailand

Abstract

          Research article on “The Management Factors Affecting the Service Quality of Non-Life Insurance Business in Thailand” is part of the research on “Management Guidelines for the Service Development of Non-Life Insurance Business in Thailand" with the objective of studying management factors affecting the service quality of the non-life insurance business in Thailand. which arises from the management of planning, organization, leadership, control and Information technology service management, online sales channels, in-depth data, machine learning and business partnership network that affects the service quality of the non-life insurance business in terms of purchasing insurance, sales and service, underwriting consideration and claim. This research collected quantitative data survey from a sample of 320 branch managers in non-life business using multi-stage sampling. The quantitative data is analyzed with descriptive statistics, One-way ANOVA and multiple linear regression
           The results illustrated that the overall management factors were high level. with the mean was 4.43. When considering each aspect, it was found that the machine learning system was the highest, then next were the network of business partners, planning, online sales channels, information technology, organizing, controlling, leading and in-depth data accordingly. Which can explain the service quality in insurance business was 98.90 percentage statistically significant at .01 level. Factors that positively influenced were the information technology, leading, organizing and business partnership network and negative influence were in-depth data, controlling and online sales channels in order.