The recipients' expectations of the second-tier retirement funds

The objective of the article was to determine the main trends of service quality improvement for the second-tier retirement funds by using SERVQUAL research method and evaluate the second-tier pension funds and the expectations of the users as well as compare these expectations to actual service received after several accrual periods. The completed research allowed to draw the conclusion that recipients’ expectations of the second-tier retirement were exceeded compared to the actual results of insurance premiums received and accumulated. The most significant difference was observed among such expectations as reliability, responsiveness and assurance. The expectations of the recipients before signing the contract were on a lower scale than those after at least one accrual period. Despite the existing gap between recipient expectations before the contract and the actual evaluation of the service received, the expectations of the retirement’s funds recipients are relatively high