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Choudhuri, Partha Sarathi
- Evaluation of Customers' Expectation-Perception Score on Service Quality in Life Insurance Corporation of India
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Authors
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1 Department of Business Administration, The University of Burdwan, West Bengal, IN
2 Department of Tourism Management, The University of Burdwan, West Bengal, IN
1 Department of Business Administration, The University of Burdwan, West Bengal, IN
2 Department of Tourism Management, The University of Burdwan, West Bengal, IN
Source
International Journal of Marketing and Business Communication, Vol 3, No 3&4 (2014), Pagination: 1-12Abstract
Customer's association with the service provider in order to get various services leads to expectation from the providers. Customers always try to estimate their perceived services in respect of the several service quality dimensions which over times varies situation-wise, culture-wise, nation-wise, sector-wise as well as industry-wise. Empirical studies indicated that every dimension of the service quality plays a significant role in customers' mind on the quality of services perceived in respect to a specific service industry. In this paper, while investigating dimensional structure of service quality for the largest as well as one and only public sector life insurance company of India, namely Life Insurance Corporation of India (LICI) in Burdwan district, West Bengal, researchers studied the customers’ expectation and perception of the quality of services and used Bexley’s Customer Retention Indicator Grid to evaluate the customers' expectation-perception score against each dimension of the service quality provided by the Life Insurance Corporation of India.Keywords
Dimension, Expectation, Insurance, Perception, Service Quality.References
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- Impact of Quality of Service and Effectiveness of Manpower on the Performance of Life Insurance Corporation of India
Abstract Views :364 |
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Authors
Affiliations
1 Department of Business Administration, The University of Burdwan, West Bengal, IN
1 Department of Business Administration, The University of Burdwan, West Bengal, IN
Source
Asian Journal of Management, Vol 5, No 1 (2014), Pagination: 97-105Abstract
Organizational performance depends on a number of factors where over time these factors varies from one sector to another sector, one nation to another nation and one culture to another culture. Like any other sector, in life insurance sector also customers are directly related with their service providers in different ways. Empirical studies indicated that the proper execution of the performance of any organization is generally influenced by its quality of manpower in the course of their effective works and fulfilling customers' needs or wishes through providing quality of services. Observing the last five years' (i.e. 2007-08, 2008-09, 2009-10, 2010-11 and 2011-12) performance of Life Insurance Corporation of India in Burdwan district in terms of the number of employees, agents, policyholders, new policies, premium income (single premium income, first year premium income and renewal premium income), individual death claims, grievances and operating expenses ratio, the researcher in this paper tried to investigate whether quality of service and effectiveness of manpower have any impact on the performance of Life Insurance Corporation of India or not.Keywords
Effectiveness of Manpower, Insurance, Performance, Quality of Service.References
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