الفهرس 
English CoverOnly 14 pages are availabe for public view
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Abstract
This masters’ thesis aimed to measure service quality and its effect on customer’s perceived value in the insurance industry of Egypt.Specifically, it measured the gap between customer’s expectations and perceptions regarding the dimensions of insurance service quality, then studied the effect of that perceived quality on customer’s perceived value in both public and private sectors. The study was a cross-sectional survey that used self-administered structured questionnaire to the target population of customers of insurance companies in Egypt. SERVQUAL tool was used to measure the expectations- perceptions gap regarding the dimensions of service quality.