Service quality assessment in insurance sector: A comparative study between urban and rural policyholders of life insurance corporation of India

2020 ◽  
Vol 9 (6) ◽  
pp. 1-14
Author(s):  
S. Rani Lakshmi
Keyword(s):  
Service Quality ◽  
Comparative Study ◽  
Quality Assessment ◽  
Life Insurance ◽  
Insurance Sector

scholarly journals A Comparative Study of Service Quality of Life Insurance Companies in IndiaA Comparative Study of Service Quality of Life Insurance Companies in India

2014 ◽  
Vol 9 (2) ◽  
pp. 1572-1584
Author(s):  
Neha Sharma ◽  
Santi SwarupKandikonda
Keyword(s):  
Quality Of Life ◽  
Service Quality ◽  
Comparative Study ◽  
Life Insurance ◽  
Insurance Companies ◽  
Insurance Policy ◽  
Product Introduction ◽  
Insurance Sector ◽  
Regular Customer

The Indian Life Insurance sector has witnessed a major revamp in 1999 with the establishment of Insurance Regulatory and Development Authority (IRDA) and subsequent entry of Private sector players. These changes are affecting the way service is being delivered. Technology usage, new innovative product introduction and competition are seen as drivers of quality of service being provided to the customers.In this study using SERVQUAL model, we have examined the importance of service based on the 5 dimensions viz, Tangibles, Reliability, Responsiveness, Assurance and Empathy. Using 120 Life Insurance policy holders from 3 Life insurance companies in Agra the study identified that the gaps exist even after 15 years of privatization of this sector. The study indicated that a lot needs to be done for improving customer focus and services activity in the Life Insurance sector. Regular customer surveys with increased sample sizes across the country will enable the Insurance companies to fill the gaps

scholarly journals MEASURING THE CUSTOMER PERCEIVED SERVICE QUALITY FOR LIFE INSURANCE SERVICES: AN EMPIRICAL INVESTIGATION

2010 ◽  
Vol 3 (3) ◽  
pp. 171 ◽  
Author(s):  
Masood H Siddiqui ◽  
Tripti Ghosh Sharma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Life Insurance ◽  
Financial Planning ◽  
Financial Services ◽  
Corporate Image ◽  
Insurance Companies ◽  
Perceived Service Quality ◽  
Insurance Sector ◽  
Effective Strategies

Liberalization of the financial services sector has led to insurance companies functioning increasingly under competitive pressures; so companies are consequently directing their strategies towards increasing customer satisfaction and loyalty through improved service quality. The present study strives to develop a valid and reliable instrument to measure customer perceived service quality in life-insurance sector. The resulting validated instrument comprised of six dimensions: assurance, personalized financial planning, competence, corporate image, tangibles and technology. Further the results of analytical hierarchy process highlighted the priority areas of service instrument with assurance is the best predictor, followed by competence and personalized financial planning. The gap scores show that there is ample room for improvement in all the aspects related to service quality. These results would help the service managers to efficiently allocate attention and resources among these dimensions on the differential basis, consistent with the customer priorities. These findings can be transformed into effective strategies and actions for achieving competitive advantage through customer satisfaction and retention.

Relationships among Information Technology, Service Quality, and Overall Satisfaction of the Customers in Life Insurance Corporation of India

2016 ◽  
pp. 1465-1476
Author(s):  
Partha Sarathi Choudhuri
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Life Insurance ◽  
Service Providers ◽  
Insurance Companies ◽  
Insurance Sector ◽  
Significant Relationships ◽  
Technology Service ◽  
Information Technology Service

At present, customers are fully aware of their needs and requirements, expectations, and information technology-enabled services. Based on the several factors, customers are evaluating the quality of perceived services offered by their service providers as well as estimating their overall satisfaction with their service providers. As customer satisfaction has now become the ultimate goal of the different service providers, considering different factors, organizations are trying to move their focus from product to the customers. Like any other sector, in life insurance sector the insurance companies are trying to provide better quality of services to their customers with the help of information technology not only to satisfy them but also to retain them in the competitive insurance market. In this chapter, the author studies the significant relationships among the information technology, service quality, and overall satisfaction of the customers in Life Insurance Corporation of India in Burdwan.

Relationships among Information Technology, Service Quality, and Overall Satisfaction of the Customers in Life Insurance Corporation of India

2015 ◽  
pp. 195-206 ◽  
Author(s):  
Partha Sarathi Choudhuri
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Life Insurance ◽  
Service Providers ◽  
Insurance Companies ◽  
Insurance Sector ◽  
Significant Relationships ◽  
Technology Service ◽  
Information Technology Service

At present, customers are fully aware of their needs and requirements, expectations, and information technology-enabled services. Based on the several factors, customers are evaluating the quality of perceived services offered by their service providers as well as estimating their overall satisfaction with their service providers. As customer satisfaction has now become the ultimate goal of the different service providers, considering different factors, organizations are trying to move their focus from product to the customers. Like any other sector, in life insurance sector the insurance companies are trying to provide better quality of services to their customers with the help of information technology not only to satisfy them but also to retain them in the competitive insurance market. In this chapter, the author studies the significant relationships among the information technology, service quality, and overall satisfaction of the customers in Life Insurance Corporation of India in Burdwan.

scholarly journals Service Quality Assessment: A Study of Consumer Satisfaction in Indian Insurance Sector

2014 ◽  
Vol 16 (3) ◽  
pp. 34-41 ◽  
Author(s):  
Priyanka Anjor ◽  
◽  
Prof. S.H. Ali ◽  
Mohnish Kumar ◽  
Vijay Kumar Verma
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Consumer Satisfaction ◽  
Insurance Sector ◽  
Indian Insurance

Using Servqual Model For Comparative Service Quality Analysis Of The Indian Non-Life Insurance Sector

Paradigm ◽  
2010 ◽  
Vol 14 (2) ◽  
pp. 56-63 ◽  
Author(s):  
Dr. Rohit Kumar ◽  
Dr. Manjit Singh
Keyword(s):  
Service Quality ◽  
Private Sector ◽  
Life Insurance ◽  
Insurance Industry ◽  
Quality Analysis ◽  
Insurance Companies ◽  
Quality Level ◽  
Insurance Sector ◽  
The Government

Delivering of quality services to the customers has become an indispensable factor for success and survival in today’s competitive insurance environment. The post-liberalized insurance industry in India has been witnessing a discernible shift from the seller to the buyers’ market. The present study is an endeavor to assess the comparative service quality level of the Government owned and Private Sector Non-life Insurance Companies in the post liberalized environment using SERVQUAL approach. For analyzing the customers’ perception and expectation towards service quality of non-life insurance companies, a modified SERVQUAL type questionnaire relevant to the insurance industry was constructed. An attempt has been made to examine the significant gap between the service quality of government owned and private sector non-life insurance companies by using t-test on the gaps (P-E) on all the items of seven dimensions.

scholarly journals A STUDY ON SERVICE QUALITY PERCEPTION OF POLICYHOLDERS ABOUT PRIVATE LIFE INSURANCE COMPANIES IN TIRUNELVELI DISTRICT

2017 ◽  
Vol 5 (6) ◽  
pp. 619-626
Author(s):  
C.Eugine Franco ◽  
I Meenakshi
Keyword(s):  
Service Quality ◽  
Life Insurance ◽  
Insurance Industry ◽  
Private Life ◽  
Insurance Companies ◽  
Business Success ◽  
Infrastructure Development ◽  
Quality Perception ◽  
Insurance Sector ◽  
Important Means

Insurance sector plays a very important role in the development of any economy also, as it provides long term funds for infrastructure development and at the same time strengthens the risk taking ability. The current scenario in the insurance industry is a complex and competitive environment tinged with little stability. With the liberalization and globlisation in insurance, service quality has become an important means of differentiation and path to achieve business success. Such differentiation based on service quality can be a key source of competitiveness for insurance companies and hence have implication for leadership in such organizations. With the increasing demands of customer, insurance sector has become competitive. The purpose of the present study is to measure the service quality perception of customers about Private Life Insurance Companies.

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