摘要：The Saudi Arabian insurance sector has two distinctive features. First, major revenue for this sector
comes from the mandatory medical and motor insurance. Second, this sector is dominated by a
few companies which generally provide the same products in the sector. Therefore, a company
may focus on providing better service quality in order to attain future growth and stability. Highquality
service is essential to gain a competitive advantage in the insurance sector. In this context,
the present study identifies a gap in assessing the quality of service in the insurance sector of Saudi
Arabia, using the SERVPERF scale in particular. Structural Equation Modeling is used to assess
the quality of service. The results indicate that SERVPERF is not adequate to measure service
quality in the context of Saudi Arabia. In the process, this study opens a debate on, whether a
universally acknowledged SERVPERF scale is suitable to apply in an environment where service
is of mandatory nature.
