Drivers of performance in insurance

The directions in the evaluation of production units' behavior in the field of services are focusing mostly on the connection of profitability and productivity or else on the quality and the profitability of the production units. Recent studies seek to connect among those three directions in order to proceed to useful conclusions. In the present paper, Data Envelopment Analysis is used so as to make estimations on the profitability, the productivity and the quality of the offered services in the field of insurance. The analysis of the results establishes an efficiency map between the alternative directions and illustrates as well the arising benefits for the production units. Furthermore a sensitivity analysis obtained on the different directions indicates the direction that drives the performance of the production units.