چكيده لاتين :
In todayʹs Competitive world, for having a dominant position in the market, offering services with higher quality is an important function. This subject is very important, specially for service companies, like insurance industry (that creates a competitive advantage leverage). Private insurance companies founded in early 1380, based on the explanation of 44th principal of I.R.Iranʹs Constitution, and from that time, the number of private Insurance companies has increased. With attention to the aim of private companyʹs entrance to Iranʹs insurance market, that is presenting better services than state insurance companies and creating a competitive market, so, comparing the quality of presented services from these two groups, helps to better realization of insurance industryʹs position. There are various models for measuring service quality, we applied ServPerf model by which the measurement through five dimensions of tangibility factor, responsiveness, empathy, assurance and reliability, was done.
The results show that 95 percent service quality of state co. is better than private company, regarding five dimensions of ServPerf model, service quality state company is better than private company in three dimensions of reliability, empathy and responsiveness and in two aspects tangibility and assurance, service quality of private co is better.
