Onderzoek naar de kwaliteit van de dienstverlening en de communicatie van Algemeen Pensioenfonds Wegener

The SERVPERF questionnaire, based on the work of Parasuraman et al. (1988) was already tested in a lot of different situations. However, until now, it was not tested in a non-commercial business in which communication is merely through writing. In this study was investigated if the SERVPERF questionnaire was suited to examine the quality of service in a retirement fund. Also was investigated if a self-developed questionnaire was suited to exanine the quality of communication in a retirement fund. The studies were performed with both active participants (participants which are still building up their pension) and retired participants as respondents.