Investigate the relationship between the quality of insurance services and satisfaction of retirees and pensioners of the Social Security of Khorasan Razavi
Abstract. The aim of this study was to investigate the relationship between the quality of insurance services and satisfaction of pensioners of Khorasan social security based on SERVQUAL model. Research hypotheses based on 5 SERVQUAL model indices include tangibles, reliability, responsiveness, assurance (reliability) and empathy has been set. The research method is analytical descriptive with survey method and has been implemented by field and library styles. Data is designed based on Anvari Rostami regional standard questionnaire SERVQUAL model in the form of 21 questions. The study population pensioners and retirees of Social Security (with population of over 149,355 people, according to statistics of 92) were extracted. The sample size was calculated using Cochran formula about 383 people. Obtained hypothesis test results were used Pearson correlation and multiple regression methods after confirmed its normality based on Likert scale opinion. In addition, correlation between services quality and satisfaction of variables and items by kemo Bartlett sphericity test was confirmed which test results showed that in every five dimension of SERVQUAL model about retirees and pensioners are satisfied from social security. Also, based on Friedman test the highest and lowest ranking tangible factors related to credit or validity.