he insurance industry, services for compensation is
the most important. Compensation for service quality and
content is the most important part. Kotler [2] research
indicates that service is different from the manufacturing,
service with a number of features to make their service
activities and general economic activity are different, so
understanding these features is very important. Lovelock,
Wright [3] defined the quality of service into the
following five characteristics: (a) Certainty (b) Tangible
(c) Responsiveness (d) Assurance (e) Empathy.